Working Hour

The admin can set the working hours for agents and supervisors by selecting the desired team or create new team on the Team Management page and enabling the working hour configuration.

additional features can be enabled:

1. Set Working Hours for Public Holidays – Define yearly events to enable specific working hours during public holidays.

2. Receive Tickets – Choose whether to allow ticket reception outside of working hours.

3. Pause SLA Activation – When enabled, SLA timing will pause during non-working hours.

4. Auto-Reply – Configure a message template to automatically respond to end users who message outside of working hours. (Recommended if a chatbot is not being used.)

After completing all settings, click Save Changes or Create Team to finish.

To customize the working hour time period for each day of the week, click the pencil icon next to the timeline for the desired day. Then, enter the time range. The time set as working hours will be displayed as a green bar on the timeline.

Set working hour for public holiday

To set working hours for public holidays, click the highlighted message with the pencil icon in the Public Holidays configuration. Then, enter the date and name of the public holiday, and click Save.

You can delete a public holiday by clicking the X icon next to it, and add a new one by clicking the + Add New icon at the bottom of the list.

After enabling the public holiday configuration, a new line labeled Public Holidays will appear at the bottom of the timeline, highlighted for visibility. The admin can now set the working hour period for each public holiday using the same method as for regular days.

Auto-reply

To set up an automatic response template for messages received outside of working hours, enable this configuration. A button to select a template will appear. Choose the desired template and click Confirm. A preview of the selected template will then be displayed.

This feature is recommended if a chatbot is not being used.