Help center Core configuration Calendars & business hours Configure calendar event categories Updated Monday, October 26, 2026 · Marc Staine Calendar categories describe events and can affect agent availability or SLA timing. Use separate categories for ordinary meetings, unavailable time, and events that legitimately pause service clocks. Applies to: Supportbench Core. Location: Settings → Calendar → Categories. 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 Open Settings → Calendar → Categories.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Details and availabilitySettingWhat it controlsHow to chooseNameThe label people select. Required; up to 50 characters.Use a short, distinct label that describes its purpose.DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.ActiveControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.Mark agent unavailableMarks the assigned agent unavailable for workload/availability purposes.Enable for genuine unavailable time rather than a cosmetic calendar label.Stop SLA timersPauses applicable timers for team/shared-calendar events.Enable only where the support schedule and SLA agreement allow the pause. Behavior to knowThe availability and SLA switches have operational effects. Do not use them merely to color or name an event. 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 Create an event category for planned team closure.Describe when agents should use it.Choose the availability and SLA options that match the team’s service agreement.Save and test a short synthetic event in a controlled account, checking both availability and timing. Troubleshooting ProblemWhat to checkThe 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. Related configuration Calendar → Configure shared calendarsCalendar → Configure holiday schedules for team availabilityOrganization → Configure teams and SLA availabilityConfiguration → Configure workflows and automation Was this article helpful? Yes No Thank you for your feedback.