Learn how to succeed in your role as a service desk agent.
Create a new SLA calendar in next-gen service desks
SLA calendars can be customized to when your agents work. This can help make sure your goals are tracked accurately - taking into account your team’s working schedule.
You must be an admin to create a new SLA calendar.
To create a new SLA calendar:
From your service desk project sidebar, select Project settings () > SLAs.
Click Calendars > + Add calendar.
Choose a Name and Time zone.
Click Delete for each day of the week you want to add or modify. To create new times for the calendar, existing times must be deleted.
Under Work week, select the required day of the week, and to and from times. Multiple time periods can be added to the day. For example, to add a lunch break, add a timeframe for before lunch (for example, 09:00-12:00) and after lunch (for example, 13:00-16:00).
Enter any Holidays as needed
Click Save, then Close.
By default, when you create a new calendar, the hours are preset from 09:00 to 17:00 (9-5). To add and change times for a particular day of the week, click Delete for the day in the calendar to remove the existing hours.
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