QuackbackBusiness Hours (Office Hours)
Business hours, or office hours, are the times your support team is working, set per timezone with holidays excluded. Help desks use them to pause SLA clocks outside working time and to tell customers when to expect a reply.
What are business hours in support?
Business hours define when your support team is available. They usually include weekly working windows in a timezone, plus holidays. Teams that cover several regions often keep a schedule per team.
Why they matter
SLA clocks should only run when someone can respond. Without business hours, every message that arrives on Friday evening breaches by Saturday morning, and your reports stop meaning anything.
They also set expectations. A customer who writes at midnight is happier with "we're back at 9am and will reply then" than with silence.
Setting them up
Use the timezone your team actually works in, and make sure daylight-saving changes are handled. Add public holidays as yearly dates and one-off closures as single dates. If different teams keep different hours, give each its own schedule.
Office hours in Quackback
Quackback office hours are weekly windows per timezone, safe across daylight-saving changes, with one-off or yearly holidays. You can keep several schedules. SLA clocks follow them, so deadlines skip nights, weekends and holidays. On Business and up, a workflow can send customers an expected reply time based on your hours.
Common questions
Do SLA clocks run outside business hours?
Not usually. Most help desks pause SLA clocks outside business hours and on holidays, so deadlines only count time when your team is working.
How do you handle support across timezones?
Give each team or region its own business hours schedule in its own timezone, and route conversations to the team that is working.
Have another question? Talk to the team.