Skip to main content
Answered

How can I adjust SLAs for peak hours?

  • December 7, 2023
  • 1 reply
  • 49 views

Forum|alt.badge.img

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!

View original
Did this topic help you find an answer to your question?

1 reply

Larissa Alberti
Intercom Team
Forum|alt.badge.img+4

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!


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings