I set a holiday 1 day to exclude it from Ticket SLAs but tickets are still showing as expired the day after.



  • Brett Bowser
    Zendesk Community Team

    Hey Sophie,

    As long as you're not setting the holiday the day of the actual holiday then it should be applied to your SLA tickets. If the holiday was added after the last update on the ticket, another ticket update would be required for the SLA to reflect that new holiday.

    Since these tickets are showing as expired, you could tag them with a holiday tag and then exclude any tickets that contain that tag from your reports. For reporting on ticket tags, check out our Reporting on ticket tags using Insights article.

    I hope this points you in the right direction!


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