Business hours

A business hours schedule is a named set of weekly hours in one timezone, such as EMEA Hours, Mon–Fri 09:00–17:00 in Europe/London. An override replaces a schedule’s weekly hours on a range of dates, for a holiday or a one-off closure. SLA targets, auto-responders, and workflows read both. For how they work in the app, see Business hours.

For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.

Use the API to list your schedules, which gives you the IDs that SLA policy targets and overrides reference, and to manage overrides from your own systems, for example to sync your company’s holiday calendar. These operations require the following permissions:

businessHours:read

Get business hours schedules

Schedules are sorted by name. Each schedule’s timezone is the IANA timezone its weekly hours and overrides are read in. This endpoint supports Pagination.

Query

query getBusinessHoursSchedules($first: Int = 50, $after: String) {
  businessHoursSchedules(first: $first, after: $after) {
    edges {
      node {
        id
        name
        timezone {
          name
        }
      }
    }
    pageInfo {
      hasNextPage
      endCursor
    }
  }
}

Variables

{
  "first": 50
}

To fetch one schedule, use businessHoursSchedule(businessHoursScheduleId:). It returns null when no schedule has the ID.

How changes reach SLAs

Changing a schedule’s hours, or adding, editing, or deleting an override, moves the deadlines of SLA targets counting down on that schedule. The time a target has used stays as it was, and the time left counts against the new hours. See How SLA time is counted.

GraphQL API

Building Agents

Agent integrations

Webhooks

Channels

Customer Cards

UI Components

Security

Changelog

Get business hours schedules

How changes reach SLAs

​Get business hours schedules

​How changes reach SLAs

Get business hours schedules

How changes reach SLAs