Business-hours SLAs
By default, SLA timers run around the clock. Switch to business-hours mode and the clock only ticks during the hours your team actually works — nights, weekends, and holidays stop counting against your targets.
Why business hours matter
On a 24/7 clock, a ticket raised at 4pm Friday with an "8-hour resolution" target breaches by Monday morning — even though nobody was working over the weekend. Business-hours mode makes your SLAs honest: the timer only counts time your team is actually open, so your targets and compliance numbers reflect reality.
The two clock modes
You'll find both modes in Settings → Tickets → SLAs, in the Operating hours section.
| Mode | How the clock counts |
|---|---|
| Calendar (24×7) — the default | Runs continuously, including nights and weekends. Every minute counts. Nothing changes from the original behaviour. |
| Business hours | Counts only your working hours and skips holidays. Overnight and weekend time doesn't count against targets. |
Switching to business hours
This is an admin task in Settings → Tickets → SLAs → Operating hours.
- 1 Open Settings → Tickets → SLAs and scroll down to the Operating hours section.
- 2 Choose Business hours. (The other option, Calendar (24×7), is the default and keeps the around-the-clock behaviour.)
- 3 Under Your working hours, set a Start and End time (for example, 08:00 AM to 05:00 PM).
- 4 Pick your Timezone from the dropdown.
- 5 Choose your Working days by tapping each day your team is open (for example, Mon–Fri).
- 6 Click Save operating hours. The change takes effect immediately.
Keep urgent tickets on a 24/7 clock
Even in business-hours mode, you can keep specific priorities running around the clock — useful when a Critical outage shouldn't wait until Monday. In the Always-on priorities row, tick any priority that should ignore working hours and keep counting 24×7.
Adding holidays
In business-hours mode, SLA timers also skip the days your team is closed. Add those days in the Holidays section, just below Operating hours.
- 1 Pick a Date.
- 2 Optionally add a Label (for example, "New Year's Day").
- 3 Tick Repeats every year if it's an annual holiday, then click Add holiday. Each holiday saves on its own — there's no separate Save step. Remove one anytime with the × next to it.
What changes for your team
- The ticket progress bar freezes overnight and on weekends. For business-hours orgs, the SLA progress bar won't creep toward a breach while you're closed — it picks up again when you reopen.
- It's daylight-saving and timezone aware. An org in London and one in Chicago each get correct timing, and clocks adjust automatically across DST changes.
- Paused time and non-working time don't double-count. If you also pause SLAs on certain statuses, an overnight pause is handled correctly — the same hour is never subtracted twice.
Frequently asked questions
Did my SLAs change when this feature shipped?
No. The default is unchanged 24/7 (Calendar) behaviour. Your SLA numbers only change if an admin deliberately switches your organization to business-hours mode.
Why did my SLA timer stop moving overnight?
You're on business-hours mode, and the clock correctly pauses outside your working hours. It resumes at the start of your next working period.
Can urgent tickets still run 24/7 while everything else follows business hours?
Yes. Use Always-on priorities to keep Critical (or any priority) on the around-the-clock clock while the rest of the organization follows your working hours.
Do holidays affect 24/7 mode?
No. Holidays only change how timers count in business-hours mode. In Calendar (24×7) mode, every day counts the same.
Can different teams have different working hours?
Not yet. Today the working schedule is organization-wide. Per-team calendars and timezones are on the roadmap.