Working hours in Thena define when your team, groups, and individuals are available to work on tickets. This feature is ideal for distributed teams across time zones, support teams with shifts, or any operation managing response times. Configure working hours to route tickets to available staff, set customer expectations, and prevent burnout by respecting scheduled availability.The system handles timezone differences automatically, making it effective for global teams. Working hours integrate with Thena’s routing, assignment, and automation features to create support operations that balance customer needs with team wellbeing.