It doesn’t make sense for your helpdesk to take weekends into account in your SLA policies - if they did, Monday morning SLA reports wouldn't make for pleasant viewing. Freshdesk offers two different ways in which you can calculate your SLAs - Calendar hours, which includes your working hours as well as holidays, and Business hours, which are your official working hours only.



Understanding Business Hours


Business Hours refer to the working hours of your company. When chosen, anything outside your working hours, including calls, will not be timed by Freshdesk. You can specify working hours for each day, allowing you to meet SLAs for multiple time zones within the same week, if necessary. Business hours are more suitable for tickets of low and medium priority. 


You can set your timings via Admin > General Settings > Business hours. To create a new business hour setting, click on New Business Hours; or click Edit to modify previously-created business hours.


 

Understanding Calendar Hours


Calendar hours are regular full-day round-the-clock hours. If you're promising your customers 24/7 support, you need to use calendar hours as the basis of your SLA policies. Calendar Hours are more suited to high-priority and urgent priority tickets, which require immediate attention from your team even if it's a weekend or a holiday.

 

For example, if a ticket is due in six hours on a Friday evening, you'll have no problem waiting till Monday morning to resolve it if your SLA is per business hours. However, if it's in calendar hours, you'll want to resolve it immediately to ensure a spotless SLA report.


It doesn’t make sense for your helpdesk to take weekends into account in your SLA policies. Otherwise Monday morning SLA reports will be quite threatening to your helpdesk. For this, Freshdesk offers two different ways in which you can calculate your SLAs - calendar hours which includes your working hours as well as holidays, Business hours which denotes only your official working hours.



Understanding Business Hours:

Business Hours refer to the working hours of your company. When chosen, anything outside your working hours, including calls will not be timed by Freshdesk. You can specify working hours for each day, allowing you to meet SLAs for multiple time zones within the same week, if necessary. Business hours are more suitable for tickets of low and medium priority. You can specify the timings via Admin > General Settings > Business hours. To create a new business hour setting, click on New Business Hours. You can also choose to Edit the existing business hours you had set up previously. 



Understanding Calendar Hours:
Calendar hours are regular full-day hours and they cover everything round the clock. If you are promising your customers 24x7 support, you should be clocking in Calendar hours instead of Business Hours in your SLA Policy. Calendar Hours are more suited for high priority and urgent priority tickets, which require immediate attention from your team, even if it's a weekend or a holiday.

 

For example, if a ticket is due in six hours on a Friday evening and if the SLA is in business hours, then you are good to resolve it on Monday whereas if it is in calendar hours, then its better to resolve it immediately for a neat SLA report.