Effect of Business Hour Changes on Future Ticket Metrics
Understand how modifying business hours impacts future ticket metrics and SLAs, while past metrics remain unaffected.
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 further reading, explore articles on defining SLA policies and setting your schedule with business hours.
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…
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…
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