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Automation & service levels

Business hours

Set your working calendar so service-level targets follow your team’s operating hours.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Business hours are weekday time windows plus a timezone used by the SLA engine on the server. Live Chat can also use the same calendar: Settings → Channels → Live Chat → Human availability = Use business hours. Hours are not decorative labels; they change when first/next/resolution clocks run.

When to use this

A 4-hour first-response target should not expire while the team is closed. Chat visitors can see humans as offline outside hours instead of waiting forever.

Where to find the controls

#/sla/business-hours (also #/sla/hours). Workspace timezone context is Settings → System → General. Live Chat availability is #/settings/channels/live-chat.

Who can make these changes

elegant_support_manage_sla to edit calendars. Agents only consume the result on badges and chat availability.

Before you begin

Create or edit the default calendar: timezone, days of week, open/close times. Attach the calendar to SLA policies. Optionally set live_chat_availability to business_hours. Always = humans may be offered even at 03:00.

Follow these steps

  1. Open #/sla/business-hours.
  2. Set timezone to the support team, not the visitor.
  3. Mark working weekdays and hours.
  4. Save.
  5. Attach the calendar on each policy.
  6. If chat should follow hours, set Live Chat availability accordingly.
  7. Create a ticket after close and confirm the clock did not advance until open.

Settings reference

Timezone, weekday toggles, start/end times, calendar name, policy assignment. Live Chat field Human availability: always, business_hours, or custom (same calendar for now).

Example workflow

Calendar “Hanoi support” is Asia/Bangkok 09:00–18:00 Mon–Fri. A ticket filed Saturday sits with a paused first-response clock until Monday 09:00 unless a holiday blocks Monday.

Good practices

Keep one default calendar unless you truly have two shifts. Document the timezone in General so new admins do not “fix” it to UTC.

Important considerations

Browser local time is irrelevant. If the server PHP timezone disagrees with the calendar timezone, diagnose System Status before editing hours again.

If something does not work

Clocks run overnight: calendar not attached to the matching policy, or engine using 24/7. Chat still offers humans at 02:00: availability is Always. Contact support if server time is wrong in System Status.

Continue learning

Configure a service-level policy→Holidays→Set up website chat→General settings→

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