SLA business hours

  • 13 February 2014
  • 2 replies

  • Contributor
  • 8 replies

We operate with different business hours depending on the SLA. An example:

Silver support : 9 AM - 17 PM

Gold support: 7 AM - 19 PM

How can this be incorporated into Freshdesk?

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2 replies

Hi again, any input on this?

Hi Tor L,

I apologise for the delayed response.
Multiple Business Hours and SLAs can be configured from Garden Plan onwards under Admin Tab.

1) Admin > Business Hours > New Business Hour  (say Gold) - Define the working days and hours
2) Admin > Groups  - select the group (Gold support) for which you want to apply the newly created Business Hour(Gold). Add this in the Business Hour Drop down
3) Admin > SLA Policies > New SLA Policy - Set SLA time for various priorities AND under "Apply this to" , select Group and choose the Gold Support group.
 The SLA will be automatically applied whenever a ticket to assigned to that group (Gold support).

Send us a reply if you need further assistance. We'd be happy to help you set up the new configuration.