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Working hours table for SLA calculations

Nigel
suggested this on October 09, 2009 10:04

Is it possible to define our company working hours in Zendesk?  Our helpdesk is open 9am - 5pm Monday to Friday, so it is only during these hours that we want to 'tick' the SLA clock as our SLAs are based on the hours we are open.  As an example, if a request is logged at 5pm on a Friday it won't get actioned until 9am Monday, so that is when the SLA timing should start.

 

Comments

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George Reese

+1

October 20, 2009 15:29
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Shawn Collenburg
Project C Beta Testers

FYI, we've been waiting on this a loooong time: https://support.zendesk.com/forums/1848/entries/4844

October 21, 2009 12:55
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Graham Hoy

+1

Realistically, how long before we see this feature in this software? 

If it is not currently being developed should we be expecting to see this anytime this year? (or next!).

 

March 24, 2010 07:56
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Jake Holman
Product Manager

This is not currently being developed, so I can't provide an ETA on whether that might be this year or next.

Jake Holman
Zendesk

March 24, 2010 09:18
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Andy Murphy
Zendesk for Blackberry Beta

Jake,

This seems to have been being worked on for over 2 years.

I believe this is a fundamental function for SLA's and SLA reporting to be of any use.

any updates?

Thanks

Andy

August 24, 2010 04:13
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Shawn Collenburg
Project C Beta Testers

The other request thread is now in "planned" stage. That doesn't indicate any real time frame though.

August 24, 2010 06:34
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Max

I don't really see how a company can follow SLA's if they don't have working hours set up. Legally it can't hold on a contract if you set SLAs without defined working hours.

Anyway hope to see this function implemented soon ! keep up the good work guys

September 08, 2010 10:26
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Jake Holman
Product Manager

@Andy: I don't recall mentioning that it was actively being worked on...

@Shawn/Maxime: Preliminary planning has indeed been done, I would imagine we'll scope it further soon.

September 13, 2010 03:00
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Andres Gorostidi

Any news on this ?  

SLAs definitions are very basic for me.  I need to have SLAs defined not only for "solving" issues... I have slas defined by answering time (have to answer in less than x hours),  since solving and issue does not always depend of me.  Any plan to improve SLAs support ?

October 30, 2011 15:48
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