Support hours tell your Discord ticket bot when staff are actually around, so a ticket opened at 3am gets an honest "we're offline, here's when we're back" instead of silence. Members don't know your team's schedule unless you tell them, and a ticket that sits unanswered overnight looks the same to them whether staff are asleep or ignoring it. Noxyr's support hours set a weekly schedule per day, a timezone, and one of three behaviors for tickets opened outside it. This guide covers setting it up and picking the right behavior for your server.
What support hours actually do
Support hours are a weekly schedule - each day of the week has its own on/off toggle and an open/close time - checked against a single timezone you set. When someone tries to open a ticket outside that window, one of three things happens, based on the mode you pick:
- Warn and create ticket (default). The ticket opens normally, but the member sees your after-hours message first, so they know not to expect an instant reply.
- Block new tickets. The ticket doesn't open at all outside support hours - use this only if you genuinely don't want any ticket volume overnight, since it turns away members who might have just wanted to leave details for the morning.
- Allow silently. The ticket opens with no special message - functionally the same as having support hours off, minus the schedule being tracked. Useful if you want the schedule recorded for reference without changing member-facing behavior yet.
Setting the schedule
Each day of the week - Monday through Sunday - has its own enabled toggle and its own open/close time, so a schedule that's different on weekends (or closed entirely on Saturday and Sunday) is normal, not a workaround. Times are set against one timezone for the whole schedule; pick the one your team actually works in, not the server's primary audience's timezone if those differ, since the check is about when staff are around, not when members are awake.
- 1. Open the dashboard's Tickets page and find Support Hours.
- 2. Turn it on, set your timezone, and fill in open/close times for each day staff are actually active.
- 3. Write an after-hours message that actually says something useful - a return time, or "leave details, we'll reply first thing" - not just "we're closed."
- 4. Pick warn, block, or allow based on how you want tickets to behave outside the window.
Picking a mode
Warn and create ticket is the right default for almost every server. It sets expectations without turning anyone away - a member with a real issue can still describe it at 2am and get an answer when staff are back, instead of having to remember to come back and try again later.
Block new tickets only makes sense if overnight tickets genuinely cause a problem you can't otherwise manage - for example a small team that gets anxious "did you see my ticket" follow-ups if nothing responds fast, and would rather members wait until hours resume to open one at all. It's a stricter choice with a real downside: a member with an urgent problem outside your hours gets nothing.
Allow silently is mostly a staging option - turn support hours on to get the schedule set up and tested before switching to warn, without changing what members see yet.
Support hours vs auto-close vs close requests
These three settings sound related but do different jobs. Support hours control what happens when a ticket is opened outside your team's schedule. Auto-close shuts a ticket that's gone quiet, regardless of when that happened. A close request lets a member or staff member ask for a specific ticket to close, with an optional countdown. Use support hours to set expectations at the start of a conversation, and the other two to manage its end - they're not substitutes for each other.
Writing an after-hours message worth reading
The default message just says support is outside working hours, which is honest but not that useful on its own. A better version answers the two things a member actually wants to know: roughly when you'll be back, and what to do in the meantime. Something like "Support is offline right now - back around 2:30 PM IST. Go ahead and describe your issue here, staff will reply as soon as they're online" does both, and it works with the warn-and-create mode specifically because the ticket still opens - the member isn't left wondering whether writing anything at all was pointless.
Common questions
Does the after-hours message stop staff from being pinged? No, staff pings on a new ticket work the same regardless of support hours - the setting only changes the message the opener sees (and, in block mode, whether the ticket opens at all).
Can different panels have different support hours? Support hours are a single server-wide schedule in the current version, not per panel.
What happens right at the boundary, like exactly at closing time? The check runs against the schedule at the moment the ticket is opened, using your configured timezone - if you need a buffer, set your closing time a little earlier than staff actually stop.
Is this the same as Discord's own scheduled events? No, it's specific to Noxyr's ticket system and only affects ticket opening behavior.
Does support hours cost anything? No, it's part of the free ticket module.
Set your schedule from the dashboard's Tickets page, or see the rest of the ticket module on the ticket bot page.