Force.com Apex Code Developer's Guide

Getting Started
Writing Apex
Ways to Invoke Apex
Invoking Apex
Apex Transactions and Governor Limits
Using Salesforce Features with Apex
Actions
Approval Processing
Chatter Answers and Ideas
Chatter in Apex
Moderate Chatter Private Messages with Triggers
Communities
Email
Salesforce Knowledge
Lightning Connect
Salesforce1 Reporting API via Apex
Force.com Sites
Support Classes
Territory Management 2.0
Visual Workflow
Integration and Apex Utilities
Finishing Touches
Reference
Appendices
Glossary
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Support Classes

Support classes allow you to interact with records commonly used by support centers, such as business hours and cases.

Working with Business Hours

Business hours are used to specify the hours at which your customer support team operates, including multiple business hours in multiple time zones.

This example finds the time one business hour from startTime, returning the Datetime in the local time zone. It gets the default business hours by querying BusinessHours. Also, it calls the BusinessHours add method.
This example finds the time one business hour from startTime, returning the Datetime in GMT:
The next example finds the difference between startTime and nextTime:

Working with Cases

Incoming and outgoing email messages can be associated with their corresponding cases using the Cases class getCaseIdFromEmailThreadId method. This method is used with Email-to-Case, which is an automated process that turns emails received from customers into customer service cases.

The following example uses an email thread ID to retrieve the related case ID.