Business Hours
Most support teams don’t work around the clock. Setting business hours in SparrowDesk helps you:
- Keep customers informed – If someone messages you at 10 PM, the widget will let them know when you’ll be back.
- Track SLAs fairly – First Response and Resolution SLAs will only count during your defined working hours. Without this, a ticket created at midnight might look overdue by morning even though your team wasn’t expected to reply.
How Business Hours affect SLAs
- Your team works 9 AM – 6 PM.
- A ticket comes in at 11 PM.
- SLA timers (like First Response Due) won’t start until 9 AM the next morning.
This ensures SLA tracking is accurate and fair to your team.
Add your Business Hours
By default, SparrowDesk assumes 24/7 availability. You can change this from:
Settings → Business Hours
- Select 24/7 Support if your team is always available.
- Or choose Business Hours to set specific working hours for each day of the week.
Note: You can set different hours for weekdays and weekends.
Add Holidays
If your team is unavailable on certain dates (like public holidays), you can mark them so SLAs pause automatically.
- Go to Settings → Business Hours → Holidays.
- Click Add Holiday.
- Enter a descriptive name (e.g. Independence Day).
- Choose the start and end dates.
- For a single day, select the same date twice.
- For a range (e.g. Dec 24–26), pick start and end dates.
- (Optional) Add times for partial days (e.g. half-day from 9:00–13:00).
Tip: You can also import national or regional holiday lists based on your team’s location to save time.