I've tried to read through this article, but don't think it's quite what we need: https://support.zendesk.com/hc/en-us/community/posts/4409515203482-Using-SLAs-with-different-timezones-contracts-and-business-hours?input_string=SLA%20Policy%20for%20Within%20Business%20Hours
Our set up is straight forward, we have 1 schedule called Support Business Hours. We have an SLA policy for First Reply Time, but I'd like to somehow make it to where it is only applied to tickets created within Business Hours. Is this possible? When browsing through condition dropdown on a trigger, there's a selection called "Within Business Hours" that can be used, but this is not an available condition option when modifying an SLA Policy.
Is there a way around this somehow? Ultimately I would like to have 2 First Reply Time SLA policies - 1 for tickets created within business hour and 1 for those outside business hours.
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