Working Hours
Working Hours are a list of Date Rules used to define a period of time when you are available (or not) to answer Tickets. When your support team are not available to answer Tickets, outside of your Working Hours, you can update your Clients via a banner message advising them of your Working Hours.
You might have clients with very different working hours or in different timezones, this will influence if you have any Service Level Agreements in place. Therefore once you add in a Working Hours schedule your system will be able to manage whether an SLA applies or not.
Your company would use a Working Hours schedule if you had international customers and Agents available in those areas who may need different schedules put in place. Or perhaps you might also choose to have a basic staffing level for a holiday period whereby your SLAs might not be in operation.
When you set up any Working Hours schedules, they can be used daily, weekly, or as a one off therefore you can amend them slightly by date and re-use them without having to create a brand new one every time a holiday weekend rolls around.