SLAs and office hours

[ammandasg]

I would like to know how to calculate my SLAs based on my office hours (9h until 18h)

SLAs should intelligently adapt to the configured office hours and holidays, ensuring customers receive prompt service during business hours and preventing SLA breaches when the team is offline.

Ex: If a customer opens a ticket on Monday at 5pm and the agent doesn't respond until Tuesday at 10am, the first response time should be 2 hours, not 17 hours.

[abuislam]

To calculate SLAs based on office hours, you can set up an SLA system that only tracks time during your defined working hours (9 AM to 6 PM). In your example, if a ticket is opened at 5 PM on Monday and the agent responds at 10 AM on Tuesday, the first response time would be 2 hours, as it only counts during office hours. You should configure your system to pause the SLA countdown during non-working hours and holidays, ensuring it doesn't breach SLAs when the team is offline. Many helpdesk tools offer this functionality, allowing you to adjust SLA settings based on business hours.

[Gaurav_Aggarwal]

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 all tickets in the inbox or based on ticket priority. SLAs can apply at all times or only when your team is available.

To know how to calculate my SLAs based on your office hours kindly follow the step-by-step instructions in this article: https://knowledge.hubspot.com/inbox/set-slas-in-the-inbox 

Additionally, if you like to Set SLA goals kindly go through this article: https://knowledge.hubspot.com/help-desk/set-sla-goals-in-help-desk 

[ammandasg]

Thanks. This is useful for setting SLAs but not for calculating KPIs. I have several tickets that are calculating the first response time individually on the ticket even when the customer contacts us outside of business hours.

[karstenkoehler]

Hi @ammandasg,

You can find instructions for specifying working hours in this knowledgebase article: https://knowledge.hubspot.com/inbox/set-slas-in-the-inbox

Best regards!

[ammandasg]

Thanks. @karstenkoehler   This is useful for setting SLAs but not for calculating KPIs. I have several tickets that are calculating the closing time individually on the ticket even when the customer contacts us outside of business hours and it's also closed outside of business hours.

[karstenkoehler · Accepted solution]

@ammandasg what you highlighted in your screenshot is the time to close, this is a default property the behavior of which cannot be changed, unfortunately.

However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Time-to-Close-and-Time-to-First-Reply-Taking-Business...

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!