My company's HQ is located in Pacific time, with our business hours set from 9am-5pm PST. Our SLA's require a first response within 1 business day (8 hours).
We're coming across agents living in time zones where they are asleep during the SLA's countdown timer. For example, anyone living in London is asleep during our Pacific time zone business hours (5pm - 1am). If a ticket is submitted at 9am Pacific, then the breach will occur at 5pm Pacific. This means anyone who isn't working during Pacific business hours is at a disadvantage and most tickets will then be breached.
Is there a way to resolve this? A workaround was to change the SLA requirements for these other time zones to be set to 24 hours rather than 8 business hours. But that means tickets submitted over the weekend would be breached. Could I customize the SLA to pause the clock from Friday evening to Monday morning?
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