Configure Weekend and Holiday Settings for Off-Hours Support

Set up weekend and holiday schedules so your customers know when your support team is available. When customers submit tickets outside working hours, they can see a notice on the portal and optionally receive an email notification. This is a Pro feature.

Overview

The Weekend & Holiday system lets you:

• Define which days and times are non-working hours (weekends).
• Define specific date ranges for holidays.
• Show a notice on the customer portal during off-hours.
• Send an automatic email to customers who submit tickets during off-hours.

Weekend Settings

Go to Support Genix > Settings > Weekend.

Enable Weekend Settings

Toggle the Weekend Status switch to Active to enable the feature.

Configure Weekend Days

Set which days (and optionally which hours) count as your weekend:

1. Click Add Weekend Day.
2. Select the Day from the dropdown:
3. Set the Time Range (optional):
4. Add more days as needed.

Example — Standard 5-Day Work Week:

• Saturday (all day)
• Sunday (all day)

Example — Half-Day Friday:

• Friday (13:00 – 23:59)
• Saturday (all day)
• Sunday (all day)

Portal Notice

Show a visible notice on the customer portal when it’s currently within weekend hours.

The default message reads:

“Please note that our support team is currently out of office for the weekend. We will respond to your inquiry as soon as possible when we return. Thank you for your patience.”

You can customize this with any text. The notice appears at the top of the portal when the current time falls within a configured weekend period.

Email Notice

Send an automatic email to customers who submit tickets during weekend hours.

Template Variables:

• {{ticket_user}} — The customer’s name.
• {{site_name}} — Your website name.

Example Email:

Hi {{ticket_user}},

Thank you for reaching out to us. Please note that our support team is currently off for the weekend. We’ve received your ticket and will get back to you as soon as our team returns.

Thank you for your patience!

— The {{site_name}} Support Team

Holiday Settings

Go to Support Genix > Settings > Weekend > Holiday tab.

Enable Holiday Settings

Toggle the Holiday Status switch to Active.

Configure Holiday Date Ranges

1. Click Add Holiday.
2. Set the Start Date and End Date for each holiday period.
3. Add as many holiday ranges as needed.

Examples:

Portal Notice (Holiday)

Works the same as weekend portal notices. Customize the message to mention the specific holiday if desired.

Email Notice (Holiday)

Works the same as weekend email notices. Supports the same template variables ({{ticket_user}}, {{site_name}}).

How It Works

1. Support Genix checks the current time (using your WordPress timezone setting) against your configured weekend days/hours and holiday date ranges.
2. If the current time falls within a weekend or holiday period:
3. Notices automatically appear and disappear based on the current time — no manual toggling needed.

Important Notes

• Timezone: All times use your WordPress timezone setting. Go to WordPress > Settings > General to verify your timezone is correct.
• Priority: If both weekend and holiday overlap, both notices may apply.
• Agent access: Weekend/holiday settings do not block agents from accessing the dashboard or responding to tickets. It only affects customer-facing notices and emails.
• Existing tickets: Notices are shown when customers visit the portal, regardless of when their tickets were created.

Related Docs

• Ticket Status Workflow
• Automatic Ticket Closing and Cleanup