The Cayzu help desk system is all about your customers' experience. So we want to ensure that your customers tickets adhere to SLA policies that match your business hours so that the right expectations are set.
It wouldn't make sense for your SLA policies to go off during the weekend, if your offices are closed. For this, Cayzu help desk offers two different ways to setup your SLAs: Calendar Hours, which has your office working 24/7 (including holidays) and Business Hours which only trigger SLAs during your official working hours.
Understanding Business Hours:
Business Hours refer to your business' official working hours. When selected, any ticket or reply posted outside of your working hours, will not be timed against your SLAs.
Understanding Calendar Hours:
Calendar hours specify that your business runs 24/7/365 (24 hours a day, 7 days a week, 365 days a year). You would select this if your business offers 24/7 support as all tickets and replies would automatically get timed against your SLA policies no matter what time it was posted.
For example, if a ticket comes in on Friday night at 7pm and you've selected Calendar Hours with an SLA of 5 hours, the ticket would be in breach of your SLA policy at 12am midnight. On the contrary, if you've selected Business Hours and 7pm was outside of your specified working hours, the ticket wouldn't start being timed against your SLA until Monday morning.
Note: Need to define Business or Calendar items ? See this FAQ
Want more information on Cayzu Helpdesk, visit: www.cayzu.com