Business hours and SLA
Set working hours and holidays, then create response and resolution targets measured against those schedules.
What it is
Business hours define your working hours and holidays. They are used to measure SLAs correctly and as a workflow condition (Inside / Outside of business hour).
An SLA is a target for how fast your team responds, for example "reply within 5 minutes" or "resolve within 24 business hours". Each case shows Meet (green) or missed (red). See also Glossary.
Set business hours
Go to Settings, then Business Hour, then New schedule.
Name it and pick a time zone.
On Working hours, turn on each working day and set its time slots (use Copy hours to other days).
On Holidays, add your holiday dates.
Click Create schedule. One schedule is marked Default.
Set up an SLA
Go to Settings, then SLA, then New SLA (Ticket or Message).
Choose a Trigger: when an agent first responds, or when a ticket is resolved.
Set Conditions: which cases it applies to (Priority, Category, Channel, Tags).
Set Targets: first-response time and resolution time (resolution must be longer), measured against a Business Hour schedule.
Name it and Save. Cases then show Meet (green) or missed (red).
Example: "Urgent tickets get a first response within 5 minutes and resolution within 4 business hours."