Managing SLAs for a globally distributed support team can be challenging, especially when teams operate across different time zones or shifts. Multiple Business Hours allows you to define distinct sets of working hours and holidays, enabling SLA policies to align with your team's regional or functional schedules.
Why use multiple Business Hours?
You may consider configuring multiple business hours in scenarios such as:
Distributed Teams by Location
If your support teams are based in different regions (e.g., New York and London), each operating in their local time zone, separate business hours help align SLA timers accordingly.Customer-Region-Based Support Teams
When teams are organized by customer regions, aligning their schedules with customer working hours improves responsiveness and SLA adherence.Shift-Based Support Operations
For 24/7 support centers running in shifts (day/night), having distinct business hours per shift helps track SLAs accurately.
Create multiple Business Hours
Step 1: Create a new Business Hour
Go to:
For global level: Admin > Global Settings > Service Management > Service Desk Settings > Business Hours.
For client level: Admin > Workspace Settings > {Client Name} > Service Management > Service Desk Settings > Business Hours.
Click Create New to define a new business hour schedule.
Specify the working days, time slots, and holidays relevant to the team or region.
Step 2: Assign Business Hours to agent groups
Go to Admin > User Management > Agent Groups.
Select the group to which you want to assign the new business hours.
Under the Business Hours setting, select the newly created calendar.
Click Save.
Once assigned, all SLA timers for tickets handled by that group will align with the configured business hours.
Order of Business Hours execution
The business hours applied to a ticket or task are determined based on the following order of precedence:
Client-level Business Hour
Global Business Hour
Default Business Hours (Global)