Administrators configure business hours per department in Zoho Desk settings. You specify the working days, start time, end time, and timezone. Teams in different time zones can have separate business hour configurations.
When an SLA timer is counting down and business hours end for the day, the timer pauses automatically. It resumes at the start of the next business day. This ensures SLA commitments reflect actual working time rather than calendar time.
For teams operating around the clock, business hours can be set to 24 hours, 7 days a week. This is common for critical infrastructure or premium support tiers where SLA timers must count every hour without pause.
Business hours define when your support team is active. SLA timers only count down during configured business hours, so tickets arriving outside working hours do not incur SLA time until the team is back online.
Yes. Each department in Zoho Desk can have its own business hours configuration, including timezone, working days, and shift times. This supports teams across different locations and shifts.
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