For Operators

Work hours and the on-duty badge

Your personal notification schedule lives in Profile → “Work hours — <project>”. It decides when push notifications and bell notifications reach you.

When notifications arrive

Personal schedule off — notifications arrive always, at any time of day.
On — only on the marked days and hours, in the chosen timezone. Overnight shifts like 16:00–02:00 work: the hours after midnight belong to the previous day's shift. Round-the-clock is 00:00–23:59, with 23:59 counting as midnight. A day with no hours is a day off.
The project's shift hours (Settings → Work Hours) don't mute operator notifications. They drive the bot and widget reply outside working hours and the SLA clock. Want notifications only during your shift — copy them into your personal schedule (see below).

If the project's auto-assignment has “On-duty operators only” turned on, it respects your personal schedule, and the project's shift hours for operators without one. Outside your window you then don't get new tickets automatically. See Ticket assignment.

A schedule per project

Personal work hours are set separately for each project. The card belongs to the current project — its name is in the title (“Work hours — My Shop”); to set up another project, switch to it. To avoid re-entering everything, use “Copy from…”: take this project's shift hours, your own schedule from another project, or the shift hours of another of your projects. After copying, check the days and press “Save”.

The on-duty badge

Under the description in the “Work hours” card there's a green or amber badge showing whether you're receiving notifications right now. It refreshes once a minute and uses the timezone from your schedule.

Green “Currently on” — the current time is inside one of your windows, or the schedule is off.
Amber “Notifications muted right now” — you're outside your window or today is a day off in your schedule. Push and bell notifications from this project don't arrive right now.

If you're expecting notifications but nothing arrives, check this badge first and press “Send a test push” in the push card: it ignores schedules and warns in which projects you're currently outside your window. Usually your personal schedule is on and the window starts at 16:00 while you test at 13:00, or the weekday is missing from the schedule.

Was this page helpful?