You can define the working hours of your company's support team using the Business Hours feature. This information will be used while creating SLAs and setting the ticket-resolution time and triggering escalations based on business hours.
Once you configure your business hours in Zoho Support, you can create an SLA to comply with it. For this, you need to input the resolution time in an SLA, which would actually set the due date for tickets. Before you go about providing a resolution time, kindly read further to learn the behavior of Business Hours and the system logic in setting ticket due dates.
Consider a Business hour with the following working hours:
Mon to Friday - 9.00 A.M. to 6.00 P.M.
Saturday - 9.00 A.M. to 1.00 P.M. &
Sunday - Holiday
If you did setup a custom resolution time of 50 hours complying with the business hours mentioned above, a ticket coming in at 10.00 A.M. on a Monday would be falling due on the following Monday at 11.00 A.M. Here goes the calculation for it -
Remaining Business Hours on Monday - 8 hours
Total Business Hours on Tue+Wed+Thu+Fri - 9*4 - 36 hours
Total Business Hours on Saturday - 4 hours
Monday - 2hours (9.00 A.M. to 11.00 A.M.)
For SLAs with resolution time configured in days(Ex.1 day, 2 days etc.,) the due date would be set based on exact business days and hours would be neglected. So, even a saturday would be considered as one business day, though it has got only 4 working hours in our example sited above.
Lets check out a few sample cases, when you setup the resolution time as 1day:
For a ticket created -
at 10.00 A.M. on Monday, the due date would be set as 10.00 A.M. on Tuesday if Tuesday is not a holiday.
at 10.00 P.M. on Monday, the due date would be set as 06.00 P.M. on Tuesday if Tuesday is not a holiday.
at 10.00 P.M. on Friday, the due date would be set as 01.00 P.M. on Saturday if Saturday is not a holiday.
during non-business hours on Saturday/Sunday, the due date would be set as 06.00 P.M. on Monday.
You can edit your business-hours settings to make changes.
To edit your business hours, follow the steps given below:
You can deactivate your business-hours settings
To deactivate business hours, follow the steps given below:
You can re-activate your business-hours settings at anytime.