Limits & Support Schedules

Protect staff from spikes in support requests by enforcing concurrency limits and business hours.

Concurrency Safeguards

• Per User Limit (Open): Maximum concurrent active tickets per account (Default: 1).
• Per User Limit (Closed): Total historical tickets retained per user before requiring cleanups.
• Bypass Roles: Exclude VIPs, staff, or server boosters from rate limits.

Operational Hours Matrix

1. Set your operational Timezone (e.g., UTC or America/New_York).
2. Configure the weekly operating grid to define open and closed hours.
3. Select an enforcement action for off-hours:
   • Disable Creation: Blocks ticket interaction entirely.
   • Notification Mode: Creates the ticket, but warns the user that responses will be delayed until operating hours resume.