{"id":4256,"date":"2026-05-29T21:17:47","date_gmt":"2026-05-29T21:17:47","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4256"},"modified":"2026-05-29T21:17:47","modified_gmt":"2026-05-29T21:17:47","slug":"business-hours-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/business-hours-zoho-desk\/","title":{"rendered":"Business Hours (Desk)"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Business hours in Zoho Desk define the days and times during which your support team operates. SLA timers only count time within configured business hours, so tickets arriving outside operating hours do not accumulate SLA time overnight.<\/div>\n<div class=\"gt-section\">\n<h2>Configuring Business Hours<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Business Hours and SLA Calculations<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>24\/7 Support Configuration<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A software company&#8217;s India support team works Monday to Friday, 9 AM to 7 PM IST. A ticket arriving at 6:30 PM on Friday has 30 minutes of SLA time before business hours end. The SLA timer resumes Monday at 9 AM, preserving the remaining time accurately.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/holiday-list-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Holiday List (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/first-response-time-frt-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">First Response Time (FRT)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/department-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Department (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What are Business Hours in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can different departments have different business hours in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Business hours in Zoho Desk define when support teams operate, ensuring SLA timers only count down during active working hours.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Business Hours (Desk) | Zoho Desk Glossary","seo_description":"Business hours in Zoho Desk define when support teams operate, ensuring SLA timers only count down during active working hours.","seo_keyword":"business hours (desk) zoho desk","seo_faqs":"[{\"q\": \"What are Business Hours in Zoho Desk?\", \"a\": \"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.\"}, {\"q\": \"Can different departments have different business hours in Zoho Desk?\", \"a\": \"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.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4256","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4256","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4256"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}