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Automation & service levels

Holidays

Add closed dates to keep service-level calculations aligned with your holiday schedule.

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

Holidays are specific dates (and optional ranges) stored with the SLA calendars at #/sla/holidays. On those dates the server-side clocks do not consume business time. They stack on weekly hours; a holiday on a Wednesday is closed even if Wednesday is normally open.

When to use this

National holidays and company shutdowns would otherwise create false breaches. Chat that uses business hours also treats holiday dates as unavailable for humans.

Where to find the controls

#/sla/holidays. Policies still live on #/sla. There is no old Settings → Holidays tab.

Who can make these changes

elegant_support_manage_sla. Agents see the effect on badges only.

Before you begin

Add a name, date (or range), and calendar. Repeat yearly only if the UI offers a yearly flag for that holiday — otherwise copy next year’s dates. Save before the queue tick that would evaluate overnight tickets.

Follow these steps

  1. Open #/sla/holidays.
  2. Add each closed date.
  3. Confirm the calendar matches the policy.
  4. Save.
  5. After the next cron run, a ticket sitting over that date should not show a surprise breach.

Settings reference

Holiday name, date or range, calendar association, optional recurring flag if present.

Example workflow

You add 2 September as “National Day”. A ticket opened 1 September 16:00 with 09–18 hours does not burn Monday 2 September.

Good practices

Enter next year’s holidays in December. Name them so reports and future admins understand why a clock paused.

Important considerations

Deleting a holiday mid-day can suddenly breach tickets that were paused. Do not use holidays as a substitute for snooze on a single ticket.

If something does not work

Holiday ignored: attached to the wrong calendar, date stored in the wrong timezone day boundary, or engine off. Contact support if the stored date is correct but the queue still burns time after cron.

Continue learning

Configure a service-level policy→Business hours→Keep background jobs and cron running→

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