Set helpdesk hours

Helpdesk hours are the hours during the support business day that ticket timers are applied against.

Tip: Helpdesk hours comes configured with a number of day and time ranges set as default. You can keep these entries and adjust them to your specific requirements by clicking Edit next to the specific entry.

This task explains how to set helpdesk hours.

  1. Select Helpdesk Hours under Help Desk on the Configuration and Tools page.
    The Helpdesk hours page is displayed.
  2. Click New Schedule Item.
    The Helpdesk Schedule Item page is displayed.

    Figure: Helpdesk Schedule Item page

    Screenshot of the Helpdesk schedule item screen
  3. Select Recurring from the Type drop-down.
  4. Type a time in the Start field.
  5. Type a time in the End field.
    Note: The Start and End times are entered in 24 hour time format. For example, 3pm = 15:00:00.
  6. Select the day of the week from the Every drop-down.
    The entered Start and End time will be applied to every instance of the selected day.
  7. (Optional) Type a name for the entry in the Label field.
  8. Click Save.
    The Helpdesk hours page is displayed.
  9. (Optional) Repeat the above steps for additional helpdesk hours entries.