What is the difference between calendar hours and business hours conditions?

Question

I am creating an automation using a Ticket: Hours since condition. I see hours options for (calendar) and (business). What is the difference between calendar hours and business hours?

Answer

Calendar hours refer to the standard calendar system. Business hours are the hours defined within the schedule in Support.

For example, if you have a schedule set to 9-5 from Monday through Friday, the automation with business hours counts the time only within that window of hours and days. The automation pauses on Friday at 5 and resumes Monday at 9.

Automations that use calendar hours count continuously until the conditions are met and applied to the tickets.