Our service team does not work on national holidays so we need an option in the help desk SLA Goals settings, that allows me to exclude those days without having to create several different time blocks or switch of the SLAs entirely before a given holiday. This seems like a very universal requirement for service teams. I don’t want the entire holiday to count into the SLA goal. Please add this to your roadma asap.
This is one big obstacle that keeps us from setting up SLAs. We need to be able to set it to our team’s exact working dates and times in order for the data to be accurate.
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I use Aircall which is fantastic for adding a we are closed time for the phone lines. This also excludes missed calls that occur outside business hours from our missed call percentage. The fact you cant do this in HubSpot is crazy.
This is vital to be added to Help Desk. Adding the ability to schedule in public holidays which would then pause SLA would be a huge improvement.