Define your Business Hours
Your business hours can be defined in the following tabs:
- Business Hours - Defines your working hours and forms the basis for calculating both SLA and response times. Choose from 24/7 or select Custom Working Hours to define specific days and times.
- SLA Hours - Defines your working hours for calculating SLA warnings and breaches. Choose from 24/7, Business Hours (default), Custom Working Hours.
- Response hours - Defines your working hours for calculating your average ticket response time. Choose from 24/7 (default), Business Hours, SLA Hours, Custom Working Hours.
Choose your options and click on Update working hours to save.