Support Hours
Support hours let you restrict when tickets can be opened on a panel. You configure a schedule for each day of the week with a start and end time, and choose what happens when a user tries to open a ticket outside of those hours.
Configuration
Support hours are configured per panel. Open any panel from the Panels page and expand the Support Hours section.
Learn more about the panel editor.
Timezone
Select the timezone your support hours are based on. This should match the timezone your support team operates in. Any valid IANA timezone is supported (e.g. America/New_York, Europe/London, UTC). The form displays the current time in the selected timezone for reference.
Schedule
For each day of the week, you can:
- Enable or disable the day. Disabled days mean the panel is closed all day.
- Set a start time and end time for the window during which tickets can be opened.
If no days are enabled, support hours are effectively disabled and the panel is available 24/7.
Presets
The form provides quick preset buttons:
- Business hours sets Monday to Friday, 09:00 to 17:00.
- Copy to weekdays copies Monday's hours to Tuesday through Friday.
- Set 24/7 clears all restrictions.
Out-of-Hours Behaviour
When a user tries to open a ticket outside the configured hours, the panel's behaviour depends on the Out-of-hours behaviour setting:
| Option | Behaviour |
|---|---|
| Block ticket creation | The user cannot open a ticket. They see an embed with a customisable title, message, and colour explaining that support is currently unavailable. This is the default. |
| Allow with warning | The user can still open a ticket, but receives a warning message that support is currently outside of normal hours and response times may be longer. |
Customisation
You can customise the embed shown to users who interact with the panel outside of support hours:
- Embed Colour - the accent colour of the embed.
- Custom out-of-hours title - the embed title. Defaults to "This panel is currently closed".
- Custom out-of-hours message - the embed description (maximum 500 characters).
Premium
Free servers can configure support hours on 1 panel. Premium servers can configure support hours on unlimited panels.