When you have parts of your support team working across different regions, times or time zones, managing the working hours of each group becomes a hassle. Since each center wakes up at a different time, it makes sense to align its SLA timers with their business hours. Multiple business hours in Freshdesk allows you to create different sets of working hours and holidays, which can then be assigned to specific groups.
How does having multiple business hours help?
When your whole team operates out of the same office and they clock in and clock out at the same time every day, just having one set of official business hours sounds fine. But when your team works out of multiple centers or follows different work hours, it is easier for you to lay down a separate set of business hours for each team. By dedicating separate business hours, SLAs can be executed properly based on time or place of origin and your team won't be incorrectly penalized.
How to create multiple Business Hours?
- Login to your support portal.
- Go to Admin > General Settings > Business Hours.
- Click New business hours.
- You can create new business hours based on either location or a specific team.
- Be sure to specify the appropriate Time Zone setting for your Business hours.
- You can also import holidays according to whichever country the team is working from.
Once you've created the business hours that you want, here's how to assign them to groups:
- Login to your support portal.
- Go to Admin > General Settings > Groups.
- Select the appropriate group based on location and team.
- Under the list of Business Hours, select the corresponding one.
- Click Save and your all incoming tickets assigned to that group will have SLAs executed based on the Business Hours that you just defined.
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