How Schedules Work
A schedule specifies which hours of each day of the week your team is available, along with a timezone. For example, a typical schedule might define Monday through Friday, 9:00 AM to 5:00 PM in US Eastern time. Schedules are reusable across your team — once created, the same schedule can be referenced by multiple SLA policies and assignment rules.Creating a Schedule
Add a schedule
Click New Schedule. A new schedule is created with default hours (Monday–Friday, 9 AM – 5 PM in your local timezone).
Configure the schedule
| Field | Description |
|---|---|
| Name | A descriptive name for the schedule (e.g., “US Business Hours”, “EMEA Support Hours”) |
| Timezone | The timezone used to evaluate the schedule (e.g., America/New_York, Europe/London) |
| Weekly hours | For each day of the week, toggle whether the day is active and set the start and end times |
Where Schedules Are Used
Assignment Rules
Assignment rules can include a schedule condition that matches when the ticket escalation time falls within a schedule’s hours. This lets you route tickets differently during and outside of business hours. For example, you might create two assignment rules for urgent tickets:- During “US Business Hours” → assign to the primary support group
- During “After Hours On-Call” → assign to the on-call rotation group
SLA Policies
SLA policies can use a schedule to count time only during business hours. When an SLA uses business hours, the resolution timer pauses outside of the schedule’s defined hours and resumes when working hours begin again.Managing Schedules
Editing a Schedule
Click on any schedule card to expand it and edit the name, timezone, or weekly hours. Changes are saved automatically.Deleting a Schedule
Click the delete button on a schedule card. You’ll see a confirmation prompt before the schedule is removed.Related
Assignment Rules
Use schedules as conditions in assignment rules
SLAs
Track resolution times using business hours schedules