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tells Clarify when your team is available. You describe your hours as one or more ",[255,259,260],{},"schedules"," — each one covering a set of ticket categories with weekly windows — and pick what happens when someone opens a ticket outside them: the ticket opens with a \"we're currently offline\" card inside, the customer sees the card and may open anyway, or the category is closed until you are back.",[252,263,264],{},"The bot enforces this at every entry point: panel buttons, dropdowns, the input form, and reopening a closed ticket.",[266,267,268],"note",{},[252,269,270,271,274,275,278,279,283],{},"Opening hours is a ",[255,272,273],{},"module",". Turn it on and configure it from ",[255,276,277],{},"Modules → Opening hours","; activating it costs one feature token. New to modules? See the ",[280,281,282],"a",{"href":104},"modules overview",".",[285,286,288],"h2",{"id":287},"how-it-works","How it works",[290,291,293,298,301,305,308,312,330,334],"steps",{"level":292},"3",[294,295,297],"h3",{"id":296},"a-member-opens-a-ticket","A member opens a ticket",[252,299,300],{},"Clarify looks up the schedule for that category: the one that claims it, or your default schedule if none does. A category no schedule covers is always open.",[294,302,304],{"id":303},"the-current-time-is-checked","The current time is checked",[252,306,307],{},"Windows are evaluated in your team's timezone, to the minute. Closed dates count as closed all day.",[294,309,311],{"id":310},"outside-the-hours-the-schedules-mode-decides","Outside the hours, the schedule's mode decides",[252,313,314,317,318,321,322,325,326,329],{},[255,315,316],{},"Open with notice"," creates the ticket and posts the outside-hours card inside it. ",[255,319,320],{},"Warn first"," shows the card with an ",[255,323,324],{},"Open anyway"," button. ",[255,327,328],{},"Closed"," shows the card and creates nothing.",[294,331,333],{"id":332},"the-card-says-when-you-are-back","The card says when you are back",[252,335,336],{},"The card carries the next opening as a Discord timestamp, so every reader sees it in their own local time.",[285,338,340],{"id":339},"where-does-your-team-live","Where does your team live?",[342,343,344,371],"field-group",{},[345,346,349],"field",{"name":347,"type":348},"timezone","text",[252,350,351,352,356,357,360,361,364,365,370],{},"The timezone your windows are written in, as an IANA name such as ",[353,354,355],"code",{},"Europe\u002FBerlin",", ",[353,358,359],{},"America\u002FNew_York"," or ",[353,362,363],{},"Asia\u002FTokyo",". ",[255,366,367,368,283],{},"Required, default ",[353,369,355],{}," Customers are never shown this timezone — the card uses Discord timestamps rendered in each viewer's local time.",[345,372,375],{"name":373,"type":374},"staffBypass","toggle",[252,376,377,378,381],{},"Members with a support role always open tickets, whatever the schedule says. ",[255,379,380],{},"Default: off."," A ticket opened this way gets no outside-hours card. Reopening a closed ticket is always allowed for staff, with or without this setting.",[285,383,385],{"id":384},"when-are-you-open","When are you open?",[342,387,388],{},[345,389,391,394,453],{"name":260,"type":390},"list",[252,392,393],{},"Your schedules — per category, or one default schedule for everything. Each schedule has:",[395,396,397,411,420,435],"ul",{},[398,399,400,403,404,360,408,283],"li",{},[255,401,402],{},"Name"," — for your own orientation, for example ",[405,406,407],"em",{},"Support hours",[405,409,410],{},"Billing team",[398,412,413,415,416,419],{},[255,414,78],{}," — the ticket categories this schedule covers. Leave it empty to make this the ",[255,417,418],{},"default"," schedule for every category no other schedule claims. A category can be claimed by one schedule only, and there can be only one default.",[398,421,422,425,426,428,429,431,432,434],{},[255,423,424],{},"Outside these hours"," — ",[405,427,316],{},": tickets still open and a closed-hours card is posted inside. ",[405,430,328],{},": tickets cannot be opened; the customer sees the card instead. ",[405,433,320],{},": the customer sees the card and may still open via a button.",[398,436,437,440,441,444,445,448,449,452],{},[255,438,439],{},"Open when"," — one or more windows, each with the days it applies to (Mon–Sun) and a start and end time. Times are entered freely: ",[353,442,443],{},"9"," becomes 09:00, ",[353,446,447],{},"930"," becomes 09:30, ",[353,450,451],{},"7 pm"," becomes 19:00.",[252,454,455,456,459,460,463,464,467],{},"A window whose end is at or before its start runs ",[255,457,458],{},"past midnight"," and ends on the following day — the editor marks it ",[405,461,462],{},"+1 day",". Every window must be at least ",[255,465,466],{},"15 minutes"," long. Different hours on different days are simply different windows in the same schedule; a schedule without windows is never open.",[469,470,471],"tip",{},[252,472,473],{},"The week bar under the windows shows exactly what the bot will evaluate, including a midnight-crossing tail drawn on the next day and any day nobody covers.",[285,475,477],{"id":476},"holidays-the-closed-message","Holidays & the closed message",[342,479,480],{},[345,481,484],{"name":482,"type":483},"exceptionDates","tags",[252,485,486,487,490],{},"Whole days on which every schedule counts as closed, as ",[353,488,489],{},"YYYY-MM-DD"," dates — public holidays, a team offsite. Press Enter after each date. A window running past midnight into a closed date is closed as well.",[252,492,493,494,497,498,501,502,505],{},"The card itself is a blueprint named ",[255,495,496],{},"Outside opening hours"," under ",[255,499,500],{},"Blueprints"," in the dashboard. Its default reads ",[405,503,504],{},"\"Our team is currently offline\""," followed by a line naming the next opening. Variables you can place in it:",[507,508,509,522],"table",{},[510,511,512],"thead",{},[513,514,515,519],"tr",{},[516,517,518],"th",{},"Variable",[516,520,521],{},"Becomes",[523,524,525,536,549,566],"tbody",{},[513,526,527,533],{},[528,529,530],"td",{},[353,531,532],{},"%opens_at%",[528,534,535],{},"The next opening as a full Discord timestamp (each viewer's local time).",[513,537,538,543],{},[528,539,540],{},[353,541,542],{},"%opens_at_relative%",[528,544,545,546,283],{},"The same moment as a relative time — ",[405,547,548],{},"in 14 hours",[513,550,551,556],{},[528,552,553],{},[353,554,555],{},"%opens_at_line%",[528,557,558,559,565],{},"A ready-made sentence: ",[405,560,561,562,564],{},"We are back ",[255,563,548],{}," (…) — you can leave your message and we will pick it up then."," When no opening is known within the next 14 days it falls back to a neutral line.",[513,567,568,573],{},[528,569,570],{},[353,571,572],{},"%category_name%",[528,574,575],{},"The category the ticket was opened in.",[285,577,579],{"id":578},"what-members-see","What members see",[507,581,582,595],{},[510,583,584],{},[513,585,586,589,591,593],{},[516,587,588],{},"Situation",[516,590,316],{},[516,592,320],{},[516,594,328],{},[523,596,597,614,627,640],{},[513,598,599,602,605,611],{},[528,600,601],{},"Panel button or dropdown, outside hours",[528,603,604],{},"Ticket opens; the card is posted inside it",[528,606,607,608,610],{},"The card with an ",[255,609,324],{}," button",[528,612,613],{},"The card; nothing opens",[513,615,616,619,622,624],{},[528,617,618],{},"Input form submitted after closing time",[528,620,621],{},"Ticket opens with the card",[528,623,621],{},[528,625,626],{},"The form is refused",[513,628,629,632,635,637],{},[528,630,631],{},"Customer reopens a closed ticket",[528,633,634],{},"Reopens",[528,636,634],{},[528,638,639],{},"Refused until you are open",[513,641,642,649,652,654],{},[528,643,644,645,648],{},"Staff (with ",[255,646,647],{},"Staff bypass",")",[528,650,651],{},"Opens without a card",[528,653,651],{},[528,655,651],{},[252,657,658,659,661,662,664],{},"Every gate is checked again when ",[255,660,324],{}," is clicked, so a schedule switched to ",[405,663,328],{}," in the meantime still refuses.",[285,666,668],{"id":667},"frequently-asked","Frequently asked",[670,671,672,688,694,700],"accordion",{},[673,674,676],"accordion-item",{"label":675},"Can members still open tickets when we're closed?",[252,677,678,679,681,682,684,685,687],{},"That depends on the schedule's mode. ",[405,680,316],{}," and ",[405,683,320],{}," always let them through — the first silently with a card inside, the second after a click. ",[405,686,328],{}," refuses new tickets and customer reopens for that category.",[673,689,691],{"label":690},"Which timezone are the hours in?",[252,692,693],{},"Your windows are evaluated in the timezone you set. Members never need to convert anything: the card shows the next opening as a Discord timestamp in their own local time.",[673,695,697],{"label":696},"Can I have different hours on different days, or on different categories?",[252,698,699],{},"Yes to both. Add a window per day pattern inside a schedule (Mon–Fri 09–18, Sat 10–14), and add a schedule per group of categories. Categories you do not list fall back to the default schedule.",[673,701,703],{"label":702},"Does this pause the Escalation module?",[252,704,705],{},"No. Escalation is a staff-initiated move between tiers and has no timers; opening hours only govern when tickets are opened and reopened.",[469,707,708],{"to":104},[252,709,710,711,283],{},"See how Opening hours fits alongside the other modules on the ",[280,712,103],{"href":104},{"title":714,"searchDepth":715,"depth":716,"links":717},"",1,2,[718,719,720,721,722,723],{"id":287,"depth":716,"text":288},{"id":339,"depth":716,"text":340},{"id":384,"depth":716,"text":385},{"id":476,"depth":716,"text":477},{"id":578,"depth":716,"text":579},{"id":667,"depth":716,"text":668},"Tell members when your team is around — per ticket category — and decide whether a ticket opened outside those hours is created with a notice, blocked, or opened after a warning.","md",null,{},{"icon":125},{"title":122,"description":724},"KPzSl0hQGz6I2pDEOQiMNykfi5cYm_qdFqrZ3NtfgO4",[732,734],{"title":117,"path":118,"stem":119,"description":733,"icon":120,"children":-1},"Move a ticket to another support tier — same ticket, same customer conversation, new team. Anarchy, a ladder, or per-team intake rules decide who may move what.",{"title":127,"path":128,"stem":129,"description":735,"icon":130,"children":-1},"Send signed ticket events from Clarify to your own HTTPS endpoint, so your systems react in real time.",1792666275444]