Problem Statement
Global organizations need to manage SLAs across multiple countries and regions with different working hours and public holidays. A single shared schedule is not sufficient, and adjusting SLA results afterward in Analytics does not solve the core issue — SLAs must be calculated, tracked, and breached in real time.
Current Limitation
- SLA calculations cannot fully respect local business hours and holidays per country or region
- SLA timers may run during local non-working hours or public holidays
- Post-processing in Analytics does not support real-time SLA tracking or notifications
- SLA timeout notification triggers cannot run according to the specific work hours for the region connected to the ticket.
Proposed Feature / Enhancement
Allow business hours and holiday calendars to be defined and applied at the SLA Policy level, including:
- Allow selection of specific schedule in the SLA Rule instead of just “business hours” or “24/7”
- Real-time SLA calculation, tracking, and breach notifications based on the selected local schedule
Each SLA policy should reference its own regional calendar, ensuring accurate behavior regardless of where tickets are handled.
Use Cases
- International support teams with localized SLAs
- Region-specific contractual SLA commitments
- Follow-the-sun or multi-region service organizations
Expected Benefits
- Accurate and fair SLA compliance per region
- Reliable real-time SLA alerts and escalations
- Reduced manual corrections and SLA disputes
- Improved scalability for global Zendesk deployments
- SLA Notification triggers can be configured to notify the right people at the right time
- View will reflect actual SLA time
Impact
High — essential for any organization operating support across multiple countries or regions with real-time SLA requirements.
Competition
Fresh Desk supports this requirement.
