Requester groups, sites and business hours

Grouping requesters by department, setting working hours per site, and how they affect routing and SLAs.

For Admins · Updated

Requester groups

Under Settings › People & access › Requester groups, group requesters by department or customer (Executives, Finance, Warehouse). Add members by email, or whole email domains for an organization. Groups are used by routing rules and to limit who can see a help article.

A requester group can include a description to explain its purpose. Refresh reloads the list. If a refresh fails, the last loaded groups stay visible; a failed save keeps your draft so you can retry.

Business hours and holidays

Under Settings › Service levels, set your working days and hours, time zone and public holidays. SLA targets only count time within these hours; with no business hours set, targets count every hour of every day.

Every holiday needs a real calendar date and a name. Complete or remove an unfinished holiday before saving; invalid dates do not replace the saved calendar. Site calendars need at least one working day. Refresh reloads business hours, asking before discarding unsaved changes; a load failure offers a retry instead of hiding the calendar.

Sites

If teams work in different places or time zones, add sites (Riyadh HQ, Jeddah warehouse, Remote), each with its own time zone, working days, hours and holidays. Assign people to a site by email or by domain; their cases then follow that site's calendar.

  • Response and resolution targets How SLA targets are set per case type and priority, and how a case's due date is calculated.
  • Routing rules Sending new cases to the right group, person or priority automatically, and how rules are evaluated.

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