> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Working hours

> Multi-level availability, fully customizable.

<img src="https://mintcdn.com/thena-840ce5ec/fnPhXvYfm-TNmZho/images/docs/Working%20hours.webp?fit=max&auto=format&n=fnPhXvYfm-TNmZho&q=85&s=a6caed824d859fc9c97045e12ea7addb" alt="Working hours interface" className="rounded-lg my-4" width="7680" height="4800" data-path="images/docs/Working hours.webp" />

## Overview

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.

## Key features

### Multi-level availability

Thena supports working hours at three levels:

* Personal: Set by individual users.
* Group: Shared across members of a group.
* Team: Applies to the entire team.

### Smart operations

Working hours are used to power smart operations across Thena:

* Routing: Route tickets only to available groups.
* Assignment: Assign tickets based on who's online.
* Auto-responders: Trigger responses when requests come in outside working hours.

Thena adapts to global teams with timezone-aware logic, so no ticket goes unseen.

## Use cases

<CardGroup cols={2}>
  <Card title="Route by region" icon="globe">
    Route region-specific tickets only to groups active in that timezone.
  </Card>

  <Card title="Respect personal hours" icon="ban">
    Avoid assigning tickets to teammates outside their working hours.
  </Card>

  <Card title="Send auto-replies off-hours" icon="robot">
    Trigger "We'll get back to you soon" messages when no one's online.
  </Card>

  <Card title="Combine working hour levels" icon="clock">
    Manage global coverage by blending team-level and personal availability.
  </Card>

  <Card title="Honor holidays" icon="calendar">
    Respect non-working days for each group or region automatically.
  </Card>
</CardGroup>