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 your schedule in Support.

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

Automations using calendar hours will continuously count until the conditions are met and applied to the respective tickets.