SLA Policy only for tickets created within Business Hours | Community
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SLA Policy only for tickets created within Business Hours

  • January 25, 2023
  • 2 replies
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Jake11

I've tried to read through this article, but don't think it's quite what we need: https://support.zendesk.com/hc/en-us/community/posts/4409515203482-Using-SLAs-with-different-timezones-contracts-and-business-hours?input_string=SLA%20Policy%20for%20Within%20Business%20Hours

Our set up is straight forward, we have 1 schedule called Support Business Hours. We have an SLA policy for First Reply Time, but I'd like to somehow make it to where it is only applied to tickets created within Business Hours. Is this possible? When browsing through condition dropdown on a trigger, there's a selection called "Within Business Hours" that can be used, but this is not an available condition option when modifying an SLA Policy. 

Is there a way around this somehow? Ultimately I would like to have 2 First Reply Time SLA policies - 1 for tickets created within business hour and 1 for those outside business hours.

      2 replies

      C
      • Chandra13
      • January 25, 2023

      We use SLAs based on Business Hours so, no matter what time a customer writes in, we always have X number of business hours (rather than calendar hours) to respond.

      However, it sounds like you'd like X number of calendar/business hours to respond if a ticket is received during business hours and then Y number of calendar/business hours to respond if a ticket is received outside of business hours. Is that correct?

      If so, you could accomplish this by creating a trigger that adds a special tag to note whether the ticket was received during business hours and/or vice versa. For example:

      From there, you would have each SLA policy look for the special tag you just added. For instance, you could have an SLA policy be applied to all tickets with the business_hour_sla_policy tag. 

      Does that help get you closer to what you were looking to accomplish?

      Jake11
      • Jake11
      • Author
      • January 25, 2023

      @Chandra Robrock - Ahh, I was trying to get automation to solve by doing something similar but "within business hours?" wasn't available as a condition there either. I forgot we can add actions like add tags via triggers so this will 100% work for us - thank you!!

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