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Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?



Edited Mar 25, 2024


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Judy Correia

Zendesk Luminary

If a ticket moves between groups with different business hours (for example ticket came in assigned to Americas Group based on an organisations default group, but the ticket ends up being assigned to an agent in Europe Group) do business hours applied adjust to reflect Europe business hours vs America business hours?

 

What happens if agents in both groups are assigned to the same ticket over a period of time, how do business hours apply? Does it take into account the movement between groups?

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