Configuration

• Support Hours
• Instance Management
  • Operating Hours
  • Instance Settings
• Holidays
• Settings
  • Display On
  • Time Zone
  • Time Format
  • First Day of the Week
  • Show Status
  • Hide Timezone
• Translation
• Support Pal Compatibility
• Support Status Menu Item
  • How to Add the Menu Item
  • Support Status Display
  • Department Dropdown

When it comes to customer support, transparency is key. Support Hours for Lagom WHMCS Client Theme (opens new window) extension empowers businesses to provide customers with clear operating hours for support departments. This means customers always know when to expect help and when they can anticipate a response.

By eliminating uncertainty, this extension minimizes frustration, enhances satisfaction, and builds trust. Stay tuned for our documentation on setting up and configuring the "Support Hours" extension, and revolutionize your support operations.

Support Hours

On this page, you'll see a list of created "Support Hours". Here you gain complete control over your support department's operating hours. In this article, we'll walk you through the ins and outs of this essential feature, ensuring you can seamlessly manage your operating hours, add new ones, and toggle the activation status.

Here is an explanation of the columns displayed in the "Support Hours" table.

1. Name - Display name of created support hours instance.
2. Department - Show list of departments, to which specific instance is assigned.
3. Operating Hours - Display time when specific departments are available.
4. Actions -
   • Manage - Redirects to management page of selected instance.
   • Deactivate/Deactivate - Deactivate or activate selected instance.
   • Delete - Removes selected instance. This action can not be reversed.

Instance Management

Here, you can easily craft operating hours instances, configure availability for specific hours and days, and assign them to the appropriate support department. It is your go-to resource for finely-tuning your support schedule for a seamless customer experience.

Operating Hours

Operating Days

The "Operating Days" function is a feature that enables you to select specific days of the week during which designated departments will be available. By choosing from a list of weekdays, you can precisely configure when support or services will be accessible, helping you align your operations with your customers' needs and expectations. This function empowers you to optimize your service schedule for enhanced customer satisfaction.

Working Hours

The "Working Hours" function provides the ability to define specific time frames during which support services are available on selected operating days. This feature allows you to set the hours of operation for your support department, ensuring that customers know when to expect assistance. It enhances clarity and helps you meet customer expectations effectively.

1. Specific Time Range - Choose starting and end time from the dropdown list, to establish operating hours for currently managed support instance.
2. All Day - This switcher allows you to set "All day" availability for currently managed support instance. Once selected, widget will display information that selected departments are open 24h per selected days.

Apply Holidays

The "Apply Holidays" option allows you to determine whether specific support instances should adhere to the Holidays settings. This option is enabled by default when creating a new support hours instance. When disabled, the selected support departments will remain open during holidays, as configured in the extension settings.

Instance Settings

General

1. Name - Set the name of the support hours instance you are managing. This name will be displayed in the "Support Hours" table and in the Client Portal above the support hours panel.
2. Activate Instance - Choose if currently managed instance should be visible for your customers, or not.

Display

Specify the support department (opens new window) for which information about availability should be displayed. You have the flexibility to choose multiple departments from the list, ensuring that customers see the schedules of the relevant teams.

Holidays

"Holidays" settings is a crucial component of our system. Here, you can effortlessly configure scheduled holidays for your support team. During these designated periods, your customers will receive notifications that support will be temporarily unavailable within specific timeframes, ensuring clear communication and a smooth support experience. Learn how to streamline your holiday management and enhance customer satisfaction.

"Holidays" setting will be commonly shared between all "Support Operating Hours", which will be created in our extension.

Holidays Management

1. Name - Set name of the "holiday", which then will be shown in your client portal for your customers. This field can be easily translated, using the "translate" button.
2. Start Date - Set start date for "holiday".
3. End Date - Set end date for "holiday".
4. Remove - By clicking on removal button, selected "holiday" will be removed from the list. Please note that to confirm this action you need to click on "Save Changes" button.
5. Save Changes - This action save currently made changes to the "holidays" list.
6. Add New - This action adds new row to the "holiday" list.

Holidays in Client Portal

In client portal information about "Holidays" will be shown as in below example:

Settings

Configure settings which will be shared across all support operating hours. Customize where operating hours information is displayed, set your time zone, define time formats, and more. Learn how to optimize your global settings for a seamless and tailored customer support experience.

Display On

With the "Display On" setting in the "Support Hours" extension, you control where operating hours information appears in the client portal. Choose to display it on all support pages for comprehensive visibility, or select specific pages from a predefined list to provide targeted information.

Support Ticket List

Information related to support hours on this page is displayed in a section called "Support Operating Hours." It contains all the information related to the support team's time availability for individual support departments. Below is a detailed description of the elements of this section.

1. Panel Title

   • The heading "Support Operating Hours" can be translated using overrides: "support_operating_hours" => 'Support Operating Hours',. Path to the extension's main language directory: /templates/lagom2/core/extensions/supporthours/lang.

2. Department Name Dropdown (shown only when multiple support hours exist)

   • Displays the department with the longest active support hours
   • Clicking the name opens a dropdown with all departments that have support hours assigned
   • For dropdown details, see Support Status Menu Item

3. Working Hours & Timezone

   • Shows the configured hours for the selected department (e.g. 8:00 AM – 8:00 PM)
   • Includes day range and timezone (e.g. Mon – Fri (UTC))

4. Current Status Block

   • Displays a status badge (Online / Offline / Closed)
   • Includes context message like:
     • Support will be available for next 8 hour(s)
     • Our support team will be back in 6 hour(s)
     • Public Holiday – 25th to 27th of December

Below you will see what an example view looks like with the dropdown expanded.

View Support Ticket

If the selected department has configured support hours, the information box will also appear on the View Ticket page — in the right sidebar, under the "Department Operating Hours" title.

This layout is based on the same logic as the unified box described in the in the Single Unified Box section on the "Support Ticket List" page.

This panel shows the following:

• Panel Title – The heading "Department Operating Hours" can be translated using overrides: "departments_operating_hours" => 'Department Operating Hours',. Path to the extension's main language directory: /templates/lagom2/core/extensions/supporthours/lang.
• Selected Department name – Matching the ticket's assigned department.
• Business hours – Based on the support hours assigned to that department.
• Time zone – Based on the settings in the extension.
• Current status – Online, Offline, or Closed.
• Availability note – A short message showing how long the department will remain available or when it will reopen.

Open Support Ticket

When the Open Ticket page is loaded, and the client selects a department that has support hours configured, a sidebar panel will be displayed on the right — just like on the View Ticket page.

This panel shows the following:

• Panel Title – The heading "Department Operating Hours" can be translated using overrides: "departments_operating_hours" => 'Department Operating Hours',. Path to the extension's main language directory: /templates/lagom2/core/extensions/supporthours/lang.
• Selected department name – Matching the ticket's assigned department.
• Business hours – Based on the support hours assigned to that department.
• Time zone – Based on the settings in the extension.
• Current status – Online, Offline, or Closed.
• Availability note – A short message showing how long the department will remain available or when it will reopen.

Ticket Department Dropdown

On the "Open Ticket page", the "Ticket Department" field is displayed to let users choose the appropriate department. If support hours are assigned to more than one department, this field will turn into a dropdown list. Each department will show its current status (Online, Offline, or Closed) and a short description of its purpose.

The logic behind displaying statuses here is the same as in the Department Dropdown section. Each department entry includes:

• Current status – Indicator label with tooltip showing if the department is Online, Offline, or Closed.
• Department name and description – Displays the department’s title and a short note about what kind of issues it handles.
• Support hours logic – Based on the configuration in the extension; shows relevant time info or holiday notice when applicable.

This dropdown allows the user to choose the department for their request while seeing real-time availability. The sidebar on the right will then reflect the support hours of the selected department.

Support Departments

On this page, support hours are displayed inside each department box based on the extension’s configuration. Each department section includes the following information:

• Current status – Indicator label (Online, Offline, or Closed) status with a tooltip showing if the support hours are "Closed".
• Business hours – Shows the support availability hours assigned to a particular department.
• Time zone – Shows timezone configured in the extension's settings.

Time Zone

Choose the time zone to be displayed for your customers in the client area. This setting is essential for accurate calculations, ensuring the correct presentation of online or offline status for configured support instances.

Time Format

Choose time format, which should be shown for your customers in client area, there are two settings to choose from:

1. HH:mm (ex 14:00)
2. h:i A (ex 12:50 am)

First Day of the Week

This option allows you to select the starting day of the week, customizing the week's display to align with your region or preference.

Please see the examples of how it presents in the client area.

Show Status

Enabling this option will display the current status in the client area wherever Support Hours are visible — such as "Support Status" menu item or support status widgets in sidebars.

You will still see three status types:

• Online – At least one department is within working hours.
• Offline – All departments are temporarily unavailable (outside working hours).
• Closed – All departments are marked as closed (e.g., due to a holiday). A tooltip will show the holiday name and date range.

These statuses gives clients accurate view of your availability and helps them know when to expect a reply.

Please see statuses shown on the example page "Support Departments" visible in the boxes and in the "Support Status" menu item.

Hide Timezone

This option allows you to hide the time zone displayed in the support availability section of the Client Area.

By default, the time zone appears below or next to the support hours, as shown in the examples below.

When the "Hide Timezone" option is enabled, the time zone is no longer displayed - only the support hours and days of the week remain visible.

Translation

To translate the language strings used in our extension, please follow this simple guide.

1. Make a backups to avoid losing any data.

2. Translate Operating Hours by modifying Lagom WHMCS Client Theme language file:

   • Go to the folder templates/lagom2/core/lang/.
   • Locate your language file and open it.
   • Find the line with the text "Operating Hours:".
   • Edit this text according to your preferences.

3. Translate entries like 'online', 'offline', 'closed', 'all day', etc. by modifying Support Hours language file:

   • Go to the folder templates /lagom2/core/extensions/SupportHours/lang.
   • Find the language file that corresponds to your language.
   • Locate the appropriate values and make the necessary edits according to your preferences.

Support Pal Compatibility

If you are using the SupportPal Module Integration, the Lagom Support Hours extension integrates seamlessly with SupportPal-generated pages, ensuring that your customers always see the relevant team availability.

While configuring your "Operating Hours" in the Lagom Support Hours, you can define for which Support Pal departments the availability should be shown. This setting is located in the "Display" section of the configuration sidebar.

Simply enter the department ID from Support Pal — you can include a single ID, multiple IDs separated by commas, or type "All" to apply the schedule to every department. This gives you full control over where the schedule is shown and makes it easy to align the display with your actual support structure.

You can find the support department ID in your SupportPal Admin Area under Settings → Tickets → Departments. Simply hover over the department name on the list, and you will see the department ID displayed as a tooltip in the bottom-left corner of your browser.

Alternatively, click the department name to open the "Edit Department" page and check the URL - the department ID is shown at the end (e.g., /supportpal/en/admin/settings/ticket/department/1/edit).

Support Status Menu Item

Starting from version 1.2.0, the "Support Hours" extension lets you show the current availability of your support team directly in the client area navigation. This gives users quick access to support status, helping them know the best time to reach out.

How to Add the Menu Item

To add this menu item, go to RS Themes → Menu, select the Client Secondary Menu, and click Add New. Then:

1. Set the Type to Support Hours.
2. Use the Custom String option to define the label that will appear next to the status icon (e.g. "Support").
3. Click the Translate button next to the input to provide translations for each language in a modal window.
4. To move the item to the left side of the menu, enter order-neg-1 m-r-a in the Custom Classes field.

Support Status Display

The menu item shows the current support status based on your configuration in the extension.

Possible status types:

• Online – At least one department is currently marked as available.
• Offline – All departments are unavailable but not marked as closed.
• Closed – All departments are closed (e.g., due to a holiday). A tooltip will show more details, such as the holiday name and dates.

The status displayed in the menu item is determined by these rules:

• If at least one department is online → the menu shows Online.
• If no departments are online, but not all are closed → it shows Offline.
• If all departments are closed → it shows Closed.

Department Dropdown

If your extension has more than one "Support Hours" instance (used for different departments), a dropdown will appear when the user clicks or hovers over the menu item. It displays the status of each department separately. If all departments have the same working hours, the dropdown will not appear — since showing the same entry multiple times would not be useful.

Each department entry in the dropdown includes:

• Department – Only departments with assigned support hours are shown.
• Status – Online, Offline, or Closed.
• Availability Info – Working hours or reason for closure.