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Timework is a feature used to exclude working time from agent Service Level Agreement (SLA) calculations. When the SLA agent reaches the specified time limit, it will pause or stop working.

Setup Timework

  1. Select Timework on workspace settings.

  2. You can set the work hour of your workspace by setting the open hour and close hour.

    setting working hour

  3. You can set an additional hour of your workspace timework in the adding hour columns.

    setting additional hour

  4. Click toggle open/close in the column to activate or inactivate your timework.

    setting timework status

  5. You can set “Receive ticket outside work hour”. If you set this toggle on, you will receive all of the tickets outside of your work hour.

    setting receive ticket outside working hour