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:

  1. From your service desk project, go to Project settings () > SLAs.

  2. Click Calendars > + Add calendar.

  3. Choose a Name and Time zone.

  4. 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.

  5. 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).

  6. Click Add.

  7. Enter any Holidays as needed

  8. 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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If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

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