Configure shared calendars

Updated Monday, October 26, 2026 · Marc Staine

Shared calendars give teams a common place to coordinate scheduled work. The calendar identifies the schedule; event categories determine availability and SLA-related behavior.

Applies to: Supportbench Core. Location: Settings → Calendar → Calendars. 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 → Calendars.
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 availability

Setting	What it controls	How to choose
Name	The label people select. Required; up to 50 characters.	Use a short, distinct label that describes its purpose.
Description	Administrative explanation; up to 250 characters.	Explain when to choose this option, including an example if useful.
Active	Controls availability in standard selection lists. Inactive items remain saved.	Deactivate obsolete options when you need to retain their configuration and existing references.

Behavior to know

Global calendars are shared across teams. Inactive calendars remain configured but are hidden from new scheduling lists.
Holiday schedules are a separate configuration for business-hour SLA closures.

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 a calendar named Support Coverage with a clear description.
Save it as active and verify it is available when creating an event.
Choose the appropriate event category for a controlled test event.
Review the event’s audience and availability effect before using the calendar for team operations.

Troubleshooting

Problem	What 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.

Calendar → Configure calendar event categories
Calendar → Configure holiday schedules for team availability
Organization → Configure teams and SLA availability

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