How can I adjust SLAs for peak hours? | Community
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How can I adjust SLAs for peak hours?

  • December 7, 2023
  • 1 reply
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How  can i a adjusting SLAs for peak hours, lunch breaks, or outages.
 

Best answer by Larissa Alberti

Hey @User281 👋

Larissa here from Intercom Support.

I’m afraid it’s not possible to adjust SLA for peak hours or lunch breaks. You can, however, pause your SLAs whenever needed.

We do offer a SLA time adjustment, but it’s only for when the ticket state is “waiting on costumer” or the conversation is snoozed, as you can see on the screenshot below 👇

 

If you want to know more about how set SLAs for conversations and tickets, I’d recommend that you have a look at this article.

I hope this helps!

1 reply

Larissa Alberti
Intercom Team
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Hey @User281 👋

Larissa here from Intercom Support.

I’m afraid it’s not possible to adjust SLA for peak hours or lunch breaks. You can, however, pause your SLAs whenever needed.

We do offer a SLA time adjustment, but it’s only for when the ticket state is “waiting on costumer” or the conversation is snoozed, as you can see on the screenshot below 👇

 

If you want to know more about how set SLAs for conversations and tickets, I’d recommend that you have a look at this article.

I hope this helps!

Customer Support Specialist
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