Step 6
Real-World Accuracy with the Business Calendar
Ensure your performance metrics are fair and accurate. A ticket that sits in "Review" over a weekend shouldn't reflect poorly on your team's efficiency. The Business Calendar solves this.
From the sidebar menu (☰), navigate to the "Working Calendar" page.
Check the box for "Use Custom Calendar for Time Metrics."
Working Days: Uncheck the days your team does not typically work (e.g., Saturday and Sunday).
Working Hours: Set your team's standard start and end times.
Timezone: Ensure the correct timezone is selected to guarantee calculations are accurate for your team's location.
Holidays: In the text box, enter any company or public holidays in YYYY-MM-DD format, separated by commas (e.g., 2025-12-25, 2026-01-01).
Click "Save Configuration" at the bottom. From now on, all "Time in Status" and "Transition Metrics" will be calculated based on this schedule.
Pro-Tip: Different Teams, Different Calendars
This calendar setting is saved per spreadsheet. This means you can have one Google Sheet with a Monday-Friday calendar for your software team and a separate sheet with a 24/7 calendar for your support team