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Configure holiday schedules for team availability

Updated Monday, October 26, 2026 · Marc Staine

Holiday schedules describe exact nonworking date ranges for service coverage. Assign the correct regional schedule to each team so business-hour calculations reflect planned holidays.

Applies to: Supportbench Core. Location: Settings → Calendar → Holiday schedules. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Calendar → Holiday schedules.
  2. Create or open the intended schedule and review its exact date ranges.
  3. Save the schedule and its dates, then assign it in the relevant team.
  4. Verify holiday boundaries and the account fallback in a controlled SLA example.

Settings reference

Schedule and dates

SettingWhat it controlsHow to choose
Name / DescriptionIdentifies and explains the record.Use terminology your team recognizes.
ActiveControls normal availability.Review references before deactivating.
Name / Description limitsName up to 50 and description up to 250 characters.Include the region and coverage purpose.
Holiday name / Date rangeNamed exact dates; holiday name up to 250 characters.Enter the real observed date range and review boundary dates.
Default scheduleSets the account fallback where permitted.Choose a global fallback only when it fits teams without an explicit assignment.

Behavior to know

  • A new schedule starts Active and is not the default. Date editing and changing the default are separate actions.
  • Review team assignment, fallback and timezone together; a schedule name alone does not prove the intended SLA result.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Create a regional holiday schedule and add the actual observed dates.
  2. Save its dates using the schedule’s dedicated controls.
  3. Assign it to the intended team’s SLA availability configuration.
  4. If needed, use the separate default action to set an account fallback.
  5. Verify a representative business-hour interval across a holiday using the relevant team timezone.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Organization → Configure teams and SLA availability
  • Organization → Configure queues and automatic assignment
  • Calendar → Configure shared calendars

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