# Only accept tickets during set hours (/tickets/support-hours)







Support hours tell members when your team is around. Outside them, a panel can still open tickets with a warning, or refuse them. Each panel has its own hours. With support hours off, a panel takes tickets at any time.

<Steps>
  <Step>
    ### Open the panel [#open-the-panel]

    Open your [dashboard](https://tickety.top/dashboard) and pick your server. In the sidebar, under **Tickets**, click **Ticket Panels**, then click the panel.

        <img alt="A panel on the Ticket Panels page" src="__img0" />
  </Step>

  <Step>
    ### Turn support hours on [#turn-support-hours-on]

    Click the **Availability** tab under the page title.

        <img alt="Enabled, Timezone and Schedule Mode under Support Hours" src="__img1" />

    1. Under **Support Hours**, turn on **Enabled**. The schedule below it becomes editable.
    2. Open **Timezone** and pick yours. Do this before you set any times: a time you enter is read in the zone picked at that moment. The timezone itself is not saved. Next time the page shows your own device's zone again, and your hours are shown in it.
    3. Under **Schedule Mode**, keep **Basic**: one opening and closing time per day. **Advanced** 👑 lets you set every hour of the week on a grid.
  </Step>

  <Step>
    ### Set each day [#set-each-day]

    In **Basic** mode each day has a row. Its switch decides if the day is open at all: a day switched off shows **Closed**. For an open day, pick **Open**, **Reduced Support** or **Emergency Only**, then set the start and end time. The start must be before the end.
  </Step>

  <Step>
    ### Decide what happens outside the hours [#decide-what-happens-outside-the-hours]

    Under **Closed State Logic**, pick one:

    * **Allow with Warning**: the ticket opens, and a message inside it says replies may be slow. Its pings go out without a notification. This is the default.
    * **Deny Creation** 👑: members cannot open a ticket until the hours start again. They see your closed hours message instead.
  </Step>

  <Step>
    ### Write the messages [#write-the-messages]

    Under **Message Configuration**, the tabs **Closed Hours**, **Reduced Support** and **Emergency Only** hold the message for each state. Edit the ones you use.
  </Step>

  <Step>
    ### Save [#save]

    Press **Save Changes** in the bar at the bottom of the page. The next ticket follows the new hours.
  </Step>
</Steps>

Two more options sit below: **Disable Staff Pings** 👑 stops the support and admin role pings while support is not open, and **Support Hours Bypass Roles** 👑 lets chosen roles open tickets at any time.

## It did not work? [#it-did-not-work]

<Accordions>
  <Accordion title="Members cannot open tickets at night">
    **Closed State Logic** is set to **Deny Creation**. Switch it to **Allow with Warning** to let tickets in with a warning.
  </Accordion>

  <Accordion title="The hours are an hour off">
    Hours are stored as fixed times, not tied to a timezone. If your zone has summer time, the hours move by an hour when the clocks change. Set them again after the change.
  </Accordion>

  <Accordion title="Invalid time selection">
    The start time is not before the end time. Pick an earlier start or a later end.
  </Accordion>

  <Accordion title="Staff were not notified about a new ticket">
    Outside support hours, ticket pings are sent without a notification. With **Disable Staff Pings** on, staff roles are not pinged at all.
  </Accordion>
</Accordions>

<Callout type="info" emoji="👑">
  Features marked with a crown (👑) need a [Premium Subscription](https://tickety.top/premium).
</Callout>