> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/settings/how-to-set-up-working-hours.md).

# How to set up working hours

Learn how to configure organization-wide and custom working hours in DoubleTick to manage team availability, automate chat routing, auto-set offline statuses, and set up custom away messages.

#### What's covered

* [Types of working hours](#understanding-the-two-types-of-working-hours)
* [Setting up organization working hours](#setting-up-organization-working-hours)
* [Setting up custom working hours](#setting-up-custom-working-hours)
* [Night shifts (overnight working hours)](#night-shifts-overnight-working-hours)
* [Configuring away messages](#configuring-away-messages)
* [Related articles](#related-articles)

#### Understanding the two types of working hours

DoubleTick gives you two ways to manage working hours.

* **Organization working hours**: A single schedule applied universally across your entire organization. Best suited for companies where all teams follow the same operational hours.
* **Custom working hours**: Dedicated schedules tailored to specific teams. If a team does not have a custom schedule assigned, it automatically inherits the working hours of its parent team based on your team hierarchy. Ideal for global organizations operating across multiple regions or time zones.

#### Setting up organization working hours

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2Fuk7vY6VokQ4OzmsNWm3A%2FDoubleTick_WorkingHours_1_Organisation_Setup.gif?alt=media&amp;token=e8e8e7c8-c55d-4b8e-868b-3e505ba3e0be" alt=""><figcaption></figcaption></figure>

Go to **Settings** → **Working hours** → **Organization working hours**.

* **Set time zone**: Select your organization's primary time zone.
* **Define daily working hours**: Select each active day and set the start and end time.
* **Add special days**: Select **Add hours**, choose a date, and set custom hours.
* **Enable chat auto-assignment**: Turn on **Auto-assign** and select team members to route chats during working hours.
* **Auto-set members offline after working hours**: Enable this option to change member statuses automatically. New chats are not assigned outside working hours.
* **Set up holidays**: Add monthly or annual holidays to mark days when your team is unavailable.

#### Setting up custom working hours

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FRU2mJSs5gxpY24ZYp7Bf%2FDoubleTick_WorkingHours_2_Custom_Setup.gif?alt=media&amp;token=ce5f17ec-bd46-49f6-91a8-16ae478cc12d" alt=""><figcaption></figcaption></figure>

Use **custom working hours** when teams follow different schedules or time zones. Go to **Settings** → **Working hours** → **Custom working hours**, then select **Add new**.

* **Set configuration details**: Name the schedule and select the teams that use it.
* **Set time zone**: Select the time zone for those teams.
* **Define daily working hours**: Set the start and end time for each active day.
* **Add special days**: Select **Add hours**, then set custom dates and hours.
* **Enable chat auto-assignment**: Turn on **Auto-assign** and select team members.
* **Auto-set members offline after working hours**: Enable this option to prevent new assignments outside working hours.
* **Save configuration**: Select **Save working hours**. Repeat for each schedule.

{% hint style="info" %}
Each team needs its own configuration when its schedule differs.
{% endhint %}

#### Night shifts (overnight working hours)

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F9ppTV0dOJbVcfdPmiOcC%2FDoubleTick_WorkingHours_3_Night_Shifts.gif?alt=media&amp;token=d5cde999-be11-4105-acbf-1f82ad50073d" alt=""><figcaption></figcaption></figure>

Any of the hours you set above, whether daily working hours or special days, can now cross midnight, like Monday 10 PM to Tuesday 2 AM. Earlier, working hours had to start and end on the same day, so a night shift did not work correctly. DoubleTick now treats the whole night as working time, and uses it everywhere working hours matter, such as bot responses, chat auto-assignment, and away messages.

Pick an end time earlier than the start time, and DoubleTick treats it as a night shift that ends the next day, instead of an invalid same-day range.

* Regular working hours show the next day in a small chip, for example Tue.
* Special days show a +1 next to the end time.
* Setting the same start and end time, like 10 AM to 10 AM, is not treated as a night shift.

| You set                                   | Counted as working time                                     |
| ----------------------------------------- | ----------------------------------------------------------- |
| Regular hours: Monday, 10 PM → 2 AM (Tue) | Every Monday 10 PM to Tuesday 2 AM                          |
| Special day: 29–30 Sep, 10 PM → 3 AM (+1) | 29 Sep 10 PM to 30 Sep 3 AM, and 30 Sep 10 PM to 1 Oct 3 AM |

**Night shifts on special days**

Special days already replace your regular hours for that date. When a special day's end time is overnight, keep these in mind:

* Any time before the special day's start time still counts as outside working hours, even on that date.
* If you set an overnight special day across a range of dates, each night in the range rolls over on its own. For example, 29–30 Sep, 10 PM to 3 AM (+1) creates two separate night shifts: 29 Sep 10 PM to 30 Sep 3 AM, and 30 Sep 10 PM to 1 Oct 3 AM. Regular hours resume only after the last one ends.
* Special days stay in the list until their dates are over, then drop off automatically. Inactive ones stay hidden.

Custom working hours use the team's own time zone, so a team's night shift follows that team's clock.

#### Configuring away messages

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F4GIY81w4ffHdaQ8FOo4I%2FUntitled%20design%20-%202026-04-24T190356.652.gif?alt=media&#x26;token=67d2c1c7-dbdf-4802-9271-6932dc491997" alt=""><figcaption></figcaption></figure>

Away messages send automated responses outside defined working hours or on holidays.

* **Standard away message**: Enable **Away messages**, write the response, then select **Save**.
* **Holiday away message**: Enable **Holiday away message**, write the response, then select **Save**.

#### Key takeaways

* Use organization working hours for single, company-wide schedules.
* Use custom working hours for team-specific, shift-based, or regional schedules.
* Schedules directly dictate bot responses, chat auto-assignment routing, offline status toggles, and away messaging.
* Working hours can now cross midnight for night shifts, across org and custom hours, and across regular hours and special days.
* An end time earlier than the start time rolls the shift over to the next day. Regular hours show this as a day chip, special days show it as +1.

#### Related articles

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/HzGF2IQYItRYEYt13iKC" %}
[How to assign chats](/chat-management/start-and-manage-chats/how-to-assign-chats.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/WV3TlqGi5JrlyfqG1Kpy" %}
[How to Mark Yourself Online or Offline on Web](/chat-management/team-availability-and-collaboration/how-to-mark-yourself-online-or-offline-on-web.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/DDm9D4roMhwn8PO4QV10" %}
[How to Mark Yourself Online or Offline on the Android App](/chat-management/team-availability-and-collaboration/how-to-mark-yourself-online-or-offline-on-the-android-app.md)
{% endcontent-ref %}


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