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SLA targets to apply dependant on the weekday.

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Ollie Laver

Posted Jul 30, 2024

Hi, 

 

Our office hours are Monday to Friday and therefore our Monday's are always a lot busier than Tues-Fri due to the weekend backlog of tickets. 

 

The vest majority of our breached SLA tickets happen on a Monday as a result. 

 

Ideally I want different SLA targets for a Monday to reflect the higher volume of work we have to get through. 

 

Can anyone advise the best workaround to achieve this?

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    Dainne Kiara Lucena-Laxamana

    Zendesk Customer Care

    Hi Ollie Laver !

    It would be best for you to have a different schedule set for Monday. That way it would be differentiated from the rest of the week. Since they would have their own schedule, you can then fire the Trigger>Action: Set Schedule for your Monday tickets. That way the SLA timer for Monday would be different from the rest of the week. 

    You could also check out Mark's tip here for reference. 

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