Working Time is the days and hours when your ticketing system clock will run. Days, when your team has working hours, are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when rules are calculated.

Holidays, on the other hand, are days when the system clock won't run.

Where do I find this feature?

1. Login to your account. 
2. Go to the Ticketing & Messaging module. 
3. Go to Settings > Working Time & Holidays.
   
4. Check the boxes for the days in which your customer service team is working and select your working hours.
   
   NOTE: Business hours are based on the Time Zone set for your Account under Global Settings > Site Profile.
5. Set your holidays by clicking the New Holiday button. You can also edit or remove an existing Holiday under the Operation menu.
   
6. Save.