Support Help

Setting Business Hours

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 request-resolution time and triggering escalations based on business hours.

To create business hours, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Business Hours
  3. Click Add Business Hour
  4. Enter a name for the business hour
  5. Select the timezone that you want to base the business hours of your organization on
  6. Check the Active checkbox to activate the business hours
  7. Specify the operational timing for your organization by selecting one of the following options:
    • Always (24x7): The company works on all days of the week.
    • Specified working hours: You can specify specific working hours of your company. For example, you can select 9 a.m. to 6 p.m. from Monday to Friday.
    • Custom: You can specify working hours for each day of the week. For example, you can select 9 a.m. to 6 p.m. from Monday to Friday and 10 a.m. to 2 p.m. on Saturdays.
  8. Click Save

Behavior of SLAs with 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 requests. Before you go about providing a resolution time, kindly read further to learn the behavior of Business Hours and the system logic in setting request 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


For SLAs with Resolution Time Set in Hours

If you did setup a custom resolution time of 50 hours complying with the business hours mentioned above, a request 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 Set in Days

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 request 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.

Editing Business Hours

You can edit your business-hours settings to make changes.

To edit your business hours, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Business Hours
  3. Click Edit against the business hours you want to edit
  4. Make the required changes
  5. Click Save

Deactivating Business Hours

You can deactivate your business-hours settings

To deactivate business hours, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Business Hours
  3. Click Edit against the business hours you want to edit
  4. Uncheck the Active checkbox
  5. Click Save

You can re-activate your business-hours settings at anytime.

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