Support Hours

Support hours allow you to restrict when tickets can be opened on a panel. You can 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. To set them up, edit a panel from the Ticket Panels page on the web dashboard and open the Support Hours section.

Timezone

Select the timezone that 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 dashboard will display 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 — the window during which tickets can be opened.

If no days are enabled, support hours are effectively disabled and the panel will be available 24/7.

Presets

The dashboard provides quick preset buttons:

  • Business hours — sets Monday to Friday, 9:00 - 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 of the configured support hours, the panel's behaviour depends on the Out-of-Hours Behaviour setting:

Block Creation (default)

The user cannot open a ticket. They will be shown an embed with a customisable title, message, and colour explaining that support is currently unavailable.

Allow with Warning

The user can still open a ticket, but will receive a warning message letting them know that support is currently outside of normal hours and response times may be longer.

Customisation

You can customise the message shown to users when they interact with the panel outside of support hours:

  • Title — the embed title (max 100 characters). Defaults to "Support is currently unavailable".
  • Message — the embed description (max 500 characters).
  • Colour — the embed accent colour.

Premium

Free servers can configure support hours on 1 panel. Premium servers can configure support hours on unlimited panels.

  • Learn more about premium here.