Skip to main content
Closed for Voting

SLA policy business hours

Related products:Freshdesk
  • April 10, 2020
  • 2 replies
  • 53 views
L
Apprentice

I can choose only business hours or calendar hours in SLA policy. How add other hours or my business hours? I have added a profile with business hours. I can't choose it from the menu shown in the attachment.

bhfail_47259.png

2 replies

marcus.landgren
Community Debut
Forum|alt.badge.img+3

@Lukasz my understanding of the business hours in the SLA's, is that it's connected to the group that gets assigned to a ticket. I.e. you can connect different business hours to different groups, and then depending on what group you assign a specific ticket to, the business hours for that group will get applied.

You can read more in this article: https://support.freshdesk.com/support/solutions/articles/98945-configuring-multiple-business-hours-in-freshdesk


Hope it helps!

// Marcus

hemanth.ramya
Community Manager
Forum|alt.badge.img+9
  • hemanth.ramyaCommunity Manager
  • Community Manager
  • July 28, 2020

Hello Lukasz!


As @Marcusmentioned, you can associated different business hours configured with different groups in your helpdesk. Whilst, the SLA policy can be set up in such a way that it would work either on Business hours or Calendar hours. Refer to this link to get detailed insights on the same.


Cheers! :)

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Terms of UseAccessibility statement