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Debut
l.prondzinski
Debut
April 10, 2020

SLA policy business hours

  • April 10, 2020
  • 2 replies
  • 0 views

I can choose only business hours or calendar hours in SLA policy. How add other hours or my business hours? I have added a profile with business hours. I can't choose it from the menu shown in the attachment.

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    2 replies

    M
    marcus.landgren
    Participating Frequently
    April 28, 2020

    @Lukasz, my understanding of the business hours in the SLA's, is that it's connected to the group that gets assigned to a ticket. I.e. you can connect different business hours to different groups, and then depending on what group you assign a specific ticket to, the business hours for that group will get applied.

    You can read more in this article: https://support.freshdesk.com/support/solutions/articles/98945-configuring-multiple-business-hours-in-freshdesk


    Hope it helps!

    // Marcus

    H
    hemanth.ramya
    Participating Frequently
    July 28, 2020

    Hello Lukasz!


    As @Marcus mentioned, you can associated different business hours configured with different groups in your helpdesk. Whilst, the SLA policy can be set up in such a way that it would work either on Business hours or Calendar hours. Refer to this link to get detailed insights on the same. 


    Cheers! :)

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