I would like to know how to calculate my SLAs based on my office hours (9h until 18h) SLAs should intelligently adapt to the…

@ammandasg what you highlighted in your screenshot is the time to close, this is a default property the behavior of which can…

Thanks. @karstenkoehler This is useful for setting SLAs but not for calculating KPIs. I have several tickets that are calcula…

Hey @ammandasg You can set SLAs based on the time to a first reply and the time to close a ticket, and apply these rules to …

Thanks. This is useful for setting SLAs but not for calculating KPIs. I have several tickets that are calculating the first r…

To calculate SLAs based on office hours, you can set up an SLA system that only tracks time during your defined working hours…

SLAs and office hours

karstenkoehler December 4, 2024, 2:12pm 2

You can find instructions for specifying working hours in this knowledgebase article: Set SLAs in the inbox

Best regards!

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