topic Re: Is SLA pausing for specific regional office hours and company holidays available? in Tips, Tricks & Best Practices

Is SLA pausing for specific regional office hours and company holidays available?

GTorres08 — Thu, 19 Sep 2024 22:03:30 GMT

Is SLA pausing for specific regional office hours and company holidays available for the new Conditional SLA Rules Beta?

For example,

I'd like to set business hours in the CET timezone with specific holidays to pause SLA. Then I'd like to create another set of business hours in the Pacific timezone with specific holidays that automatically adjust for each year.

A third-party tool called Super SLA does this well, along with rules of 50+. I'm hoping to achieve what we need natively in HubSpot in the future.

Re: Is SLA pausing for specific regional office hours and company holidays available?

kennedyp — Thu, 19 Sep 2024 22:11:33 GMT

Hi @GTorres08 -- thanks for your post! Here is the public Knowledge Base article for this beta: https://knowledge.hubspot.com/help-desk/set-sla-goals-with-ticket-properties-in-help-desk

I understand your goal is to set custom SLAs based on your business hours and holidays. At this time, these SLAs in the beta can only be set based on ticket properties and/or properties of other objects associated with tickets. It is more of a tool to help segment certain VIP-type contacts from others. That said, this Knowledge Base article shows you how to set standard operating hours within HelpDesk to better configure your SLA goals.

Let's see if any of our experts have any insight! Hey @danmoyle, @jforte , @Jnix284 do y'all have any experience with this new SLA Beta?

Re: Is SLA pausing for specific regional office hours and company holidays available?

GTorres08 — Fri, 20 Sep 2024 17:11:54 GMT

Hi @kennedyp, thank you for the documentation. Identifying VIP-type contacts is key, and the Beta is meeting expectations beautifully there. 😃 However, the next big hurdle that I'm not seeing is possible right now with the working hours is a way to set a global working hours by region and any holidays.

We have multiple teams in various regions to support. And each region has different holidays. We need a way to control SLA during working hours per region and that region's non-holidays.

With the 3rd party tool, we can create multiple schedules (working hours) by region that include holidays that automatically update 12 months out. Then we can configure specific companies to follow a specific schedule or assign schedules by pipeline. This has worked really well for us. The only issue so far is the refresh rate of the data that is fed into HubSpot can take anywhere from 5 minutes to 30 minutes to refresh. So I'm hoping a native feature in HubSpot will be quicker.

Thank you all for any insight!

Re: Is SLA pausing for specific regional office hours and company holidays available?

danmoyle — Wed, 25 Sep 2024 13:05:08 GMT

Thanks for thinking of me @kennedyp. Unfortunately @GTorres08 I don't have experience with this Beta tool, I'm sorry! It sounds like the third party tool might be the best bet until it's something the HubSpot product folks build. 😊