3.3.2. Support Hours
Support Hours let you restrict when tickets can be opened on a per-panel basis. By configuring a daily schedule, you can ensure tickets are only created when your support team is available to respond, or warn members about longer response times outside of your operating hours.
Freemium Feature: Free servers can configure support hours on 1 panel. Premium removes the limit, allowing support hours on unlimited panels.
How to Configure Support Hours
Support hours are configured per panel. Open the panel editor for the panel you want to restrict (either when creating a new panel or editing an existing one) and scroll to the Support Hours section.
Support hours work in both channel mode and thread mode. The behaviour is identical regardless of which ticket mode your server uses.
Timezone Selection
Choose the IANA timezone that matches your support team's working hours (for example, Europe/London or America/New_York). All schedule times are interpreted in this timezone, including correct handling of daylight saving time changes.
Schedule Configuration
For each day of the week you can:
Enable / Disable Per Day
Toggle individual days on or off. Disabled days are treated as out-of-hours for the entire day, so tickets are blocked (or warned) depending on your chosen behaviour.
Start & End Times
For each enabled day, set a start and end time in 24-hour format (e.g. 09:00 to 17:30). Tickets can be opened during this window.
Example: Monday enabled with 09:00–17:00 means tickets are accepted on Mondays between 9 AM and 5 PM in your selected timezone.
Presets
Quick-fill buttons let you populate the schedule without setting each day manually:
Business Hours
Sets Monday–Friday to 09:00–17:00 and disables weekends. A standard starting point for most support teams.
Copy to Weekdays
Copies your Monday schedule to Tuesday through Friday, preserving weekend settings. Useful when your weekday hours are the same every day.
24/7
Enables every day with a 00:00–23:59 window, effectively removing all restrictions. Handy for quickly resetting back to always-available.
Out-of-Hours Behaviour
Choose what happens when a member tries to open a ticket outside the configured schedule:
Block Creation (default)
The ticket is not created. The member is shown a customisable embed explaining that support is currently closed and when it will next be available.
This is the recommended option when you cannot respond outside of your set hours.
Allow with Warning
The ticket is created, but the member receives a warning embed informing them that support is currently outside of operating hours and response times may be longer than usual.
Use this when you want to accept tickets at any time but set expectations about slower responses outside of your normal hours.
Customising the Out-of-Hours Embed
The embed shown to members outside of support hours can be customised:
Title
The heading of the embed. Maximum of 100 characters.
Message
The body text shown below the title. Maximum of 500 characters.
Colour
The colour of the embed's left border. Click to open a colour picker and choose a custom colour that matches your server branding.
Premium Limits
Free Servers
Can configure support hours on 1 panel. Additional panels will not have the support hours section available.
Premium & Whitelabel
Can configure support hours on unlimited panels, allowing each panel to have its own independent schedule and out-of-hours message.
Ready to set up support hours? Head to the Panels page and edit the panel you want to configure.