Office hours and SLA

Office hours and SLA

Business hours, response and resolution timers, and SLA views.

Office hoursDefine the business-hours calendars that SLA timers are measured against, including weekly schedules, holidays, and one-off closures.1 min read →SLA policies and timersThe four SLA timers, how deadlines are set, pause and resume on customer waits, and the at-risk, critical, and breached stages.2 min read →SLA views and saved viewsPrioritize by SLA status, sort by urgency, and save inbox filters as shared or personal views.1 min read →