Overview of Business Hours Settings

A function to register business hours in the system and control SLA (Service Level Agreement) calculations and automatic responses based on those hours.

Benefits of Business Hours Settings

Tickets received outside business hours are treated as next business day, preventing SLA violations. This also helps adjust customer expectations by showing “when responses will be provided,” which is useful for expectation management.

Main Features and Benefits

Key Points:

  • Set business hours to manage SLA accurately
  • Out-of-hours inquiries are treated as next business day
  • Adjust customer expectations and strengthen trust relationships
  • Enable flexible service level management
  • Configure settings that consider your team’s work style

Usage Methods and Considerations

SLA Management

  • Accurate business hours configuration
  • Clear definition of after-hours support

Customer Expectation Management

  • Clear indication of available response hours
  • Build a transparent support structure