Question
I am creating an automation using a Ticket: Hours since condition. I see hours options for (calendar) and (business). What is the difference between calendar hours and business hours?
Answer
Calendar hours refer to the standard calendar system. Business hours are the hours defined within your schedule in Support.
For example, if you have a schedule set to 9-5 and Monday through Friday, the automation with business hours will count the time only within that window of hours and days. The automation will pause on Friday at 5 and resume Monday at 9.
Automations using calendar hours will continuously count until the conditions are met and applied to the respective tickets.
For more information on automations, see the article: Creating and managing automations for time based events.
2 Comments
Do business hours omit holidays? So if I define my schedule as Monday-Friday 9-5 and Monday 5/28/23 as a holiday in my schedule, will the automation use 9 AM on 5/29/23 as the start of business hours for the week?
Hi Laura Kopp,
Hope you're doing fine! That's correct, business hours exclude holidays. Schedule holidays for days that should be treated as non-business hours. These are dates when your business is closed and agents are not available to respond to support requests.
In your case, if you set 5/28/2023 as Holiday and it is part of the business hours, it should be excluded and the system will start on the next day.
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