Assignment of Ticket Metrics and SLAs with Business Hours
Discover how ticket metrics and SLAs are assigned in relation to business hours and why changes don't affect them retroactively.
How are ticket metrics and SLAs assigned in relation to business hours?
Ticket metrics and SLAs are assigned based on the business hours that are in effect at the time of their assignment. This means that any changes to business hours will not affect these metrics retroactively.
For more information on setting your schedule with business hours and holidays, check out the relevant articles in the Zendesk help center.
More related questions
Does changing business hours affect past ticket metrics and SLAs?
Changing your business hours won't retroactively affect ticket metrics and SLAs. This is because these metrics are determined based on the business hours in place at the time they were assigned, and they remain unchanged even if you modify your…
Will modifying business hours impact future ticket metrics and SLAs?
Modifying business hours will impact future ticket metrics and SLAs, as these are assigned based on the business hours in place at the time of their assignment. However, any changes will not affect metrics that have already been assigned. For…
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