Question

Until the target is due, why do tickets with SLA targets in business hours show a higher number of hours than what the metrics should have set? Can I have SLA targets displayed using business hours?

Answer

SLA time targets are always displayed in calendar hours. This is done for agents to identify which tickets have a higher priority in real-time.

For example, the tickets below arrive during the middle of the weekend, and your business hours are defined from Monday to Friday, from 9:00 AM to 5:00 PM.

  • Ticket A has an SLA target that's due in 18 business hours.
    Example A
  • Ticket B has an SLA target that's due in 72 calendar hours.
    Example B

The ticket view shows due time in a way that the target due sooner will receive higher attention, with the remaining time using the same type of hours.

List

For additional information about how SLAs work, see the article: Defining and using SLA policies.

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