Office hours

Office hours define your workspace’s business schedule and timezone. They power SLAs that count only during working time and workflows that react differently inside vs. outside hours.

What it powers

• SLA timing

  • When a service’s SLA uses Office hours/minutes, time outside your schedule (evenings, weekends) does not count toward the target.

• Workflow conditions

  • In workflows, use the Office Hours condition to branch actions:

    • Within office hours

    • Outside office hours

  • Common uses: after‑hours auto‑reply, on‑call escalation, lower priority/routing at night.

Where to set it

• Settings → Workspace → Office hours

  • Timezone: choose the primary timezone for your team.

  • Working days and times: set open/close times per weekday, and toggle closed days.

  • Changes take effect immediately for future SLA calculations and workflow evaluations.

Examples of worflow

• After‑hours auto‑reply

  • Trigger: Request submitted

  • If: Office Hours = Outside office hours

  • Then: Send Communication to requester with your next opening time and a Help Center link.

• On‑call for P1 only

  • Trigger: Request submitted

  • If: Office Hours = Outside office hours AND Priority = P1

  • Then: Notify #on‑call and assign to on‑call inbox; otherwise queue for next business day.

• Business‑hours SLAs

  • IT incidents: First response 15 office minutes, Time to close 4 office hours.

  • HR questions: First response 4 office hours, Time to close 3 office days.