Within Teamwork Desk, you can create custom
groups of business hours for your
site.
Note: The Business Hours feature is available on Premium subscription plans and above.
Business hours can be set up to mirror your company's working hours. When applied, ticket metrics are only calculated based on these opening hours.
- The first set of business
hours created are automatically applied to all
new tickets. If additional business hours are
created, you will need to set up triggers to apply
those schedules.
- Only one business
hours schedule can be applied to a ticket at
any given time.
Once business hours are created, you
can utilize them through triggers and
variables.
Click your profile icon in the top
right of your site and
select Settings from the
dropdown menu.
In the settings area, go to
the General tab and
select Business Hours from the
left navigation menu.
Click the green Create
business hours button in the
middle of the screen to get started.
When creating business hours, you
will be required to set a name and applicable
time zone.
The business hours will
automatically be set to 24 hours a day, 7 days
a week. You can toggle to the Custom option to reveal individual entry options for
each day of the week.
Using the checkboxes at the start of
each row, you can choose which days of the
week should apply to your business hours.
Each day can also have custom start
and end times, allowing you to create a varied
set of business hours.
When you update the hours for one
day in the schedule, you can hover and click
the three dots to the right to apply that
change to the other days in the
schedule.
Below the business hours, you can
add one or multiple custom holidays which will
override the business hours set on those
days.
Once you have chosen a date range
and set a name for the holiday,
click Add to apply it.
An option to set the current
business hours configuration as the default is
also available.
Click Create at the
bottom of the page to add the business hours
to your site.
The new business hours group will be
added to the list of existing business hours
on your site.
For each business hours schedule, you
can hover and click the three dots on the
right to access additional options to edit or
delete the group. For hours not currently set
as the default, you will also have the option
to make that the default instead.
The Triggers column will display a
count of the number of triggers currently
using the schedule. You can hover over the
count to view the list of triggers. Clicking a
trigger will bring you directly to the
trigger's settings.
For more information, see: Using Business
Hours