Support hours

Support hours live at the bottom of Ticket setup. With them on, every posted panel can show whether support is open, members opening a ticket at 3 am are told replies will take longer — or are asked to come back — and your staff are not pinged at night.

Weekly hours

Turn it on and pick the timezone

Enable guild-wide support hours, then choose the timezone the hours are read in. It also governs panel-specific hours. The page shows the current time there, and your browser's timezone, so you can tell them apart.

Set the week

One row per day, with an opening and a closing time, 24-hour. Leave a day empty to close it. Copy Monday to every day fills the week in one go.

• A closing time earlier than the opening time runs past midnight: 20:00 – 02:00.
• Break adds a second window to a day, for a lunch closure: 09:00 – 12:00 and 14:00 – 18:00.

Choose what happens when closed

• Open with a warning — the ticket is created and the member is told replies may take longer. The ticket is flagged out of hours on the dashboard.
• Refuse the ticket — the member sees your hours and the next opening time, and can press Notify me when support reopens. When it does, everyone who asked gets a DM. (Premium)

Closed message replaces the default text; the weekly hours and the next opening time are always appended.

Save

Panels that are already posted show the new status line on their next update.

Quiet pings

Don't ping staff outside hours — tickets opened while closed do not ping the category role. When hours reopen, one digest listing every ticket that waited is posted, with the ping. One notification for the morning instead of six overnight.

Advanced support hours

Exceptions to the week.

• Manual switch — Follow the schedule, Open now or Closed now. A manual state lasts until the schedule would have changed anyway — closing early on a Friday holds until Monday's opening, then the schedule takes over again. Staff can do the same from Discord with /support open, /support close and /support auto.
• Closed until — a temporary closure with a date and time (holiday, incident) and its own message. Support reopens by itself at that moment.
• Closed dates — one-off or yearly closures with a label: Christmas, Company retreat. Each is a full day in the server's timezone.
• Show a live status line on panels — every posted panel carries 🟢 Open · closes at 18:00 or 🔴 Closed · reopens tomorrow at 09:00, edited by the bot when the state changes. Pressing the badge shows the hours and, while closed, the notify button.

Per panel and per category

A panel can follow the guild hours, keep custom hours of its own, or be always open — see Ticket panels → Hours. A single category can also be marked Always open for the urgent stuff, whatever the panel does.

Analytics

With hours on, Analytics reports response times two ways: by the clock, and counting support hours only — so a ticket opened Friday night and answered Monday morning counts as minutes, not days. It also tells you how many tickets were opened outside hours.