Our business currently uses different SLAs and metrics. Some SLAs are setup using business hours while others are using calendar hours. This is because we also have 24x7 support and customers.
We order the majority of our views based on SLA metrics.
The fact that ZenDesk shows calendar hours in the SLA targets no matter what SLA the ticket belongs to is not only confusing but also wrong, because as our Views are ordered by SLAs tickets this will give preference to support tickets that make use of business hours to set SLAs.
I can give you an example:
* Support Ticket #1 uses business hours to set SLAs. Business hours are from Monday to Friday from 09:00 to 17:00.
The last time "Next Reply Time" broke was Friday at 16:00. Next reply time should occur every 8 business hours.
On Monday, the support ticket will show -3 days SLA broken if no one replied to it, when it should just be broken by a couple of hours.
* Support Ticket #2 uses calendar hours to set SLAs. It's a 24x7 operation.
The last time "Next Reply Time" broke was Saturday at 16:00. Next reply time should occur every 8 calendar hours.
On Monday, the support ticket will show -2 days SLA broken if no one replied to it.
Support Ticket #2 should appear before Support Ticket #1 because SLA really has been broken for 2 days. However, due to ZenDesk displaying SLA targets using calendar hours Support Ticket #1 will appear before Support Ticket #2, and that's wrong.
For those of us using mixed SLAs (business and calendar hours), ZenDesk should show SLA targets using the right hour metric.
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