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Documentation

Guides to every part of nabudesk, written for the people who use it every day.

Set up your workspaceWhat is a ticket?Connect your support email
Browse documentation

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing
Docs/Service levels

Business hours and holidays

Tell nabudesk when your team works, so deadlines only count that time.

Business hours define when your team is available. When your service levels use them, a clock only runs inside those hours.

Schedules

A schedule is a named weekly timetable with a time zone. Choose 24/7 or set start and end times for each day. You can have several schedules, for example for a regional team in another time zone. One is the default and applies to every group that is not linked to another.

Holidays

Mark the days you are closed so SLA clocks skip them. Add your own dates, or switch to regional holidays for your country. Holidays are available on Pro and Enterprise.

Assign schedules to groups

Tick the support groups that follow a schedule. A group can follow only one schedule. Clocks follow the saved schedule from the moment you save.

Manage schedules under Admin → Business hours.

Business hours are included on every plan. Holidays and SLA policies need Pro or Enterprise.

PreviousService level agreements (SLAs)NextAutomation workflows and round robin

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On this page

  • Schedules
  • Holidays
  • Assign schedules to groups

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