Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and SLA escalation rules during holiday dates and times.
Steps to configure
On the top right, navigate to → System Setup Home
On the left, navigate to → System Setup → Company → Holidays
Click the Add Holiday button
Fill out the appropriate fields
Click Save
Details of a Holiday
Property
Description
Sample
Holiday Name
Name identifier of the holiday. Some holidays could be for a specific year like the 3rd Monday of May, others are generic like New Year Eve.
Memorial Day 2022
API Permanent ID
The API ID will be auto-populated based on the holiday name entered. You can change this if needed, but ensure there are no whitespaces or special characters.
Memorial_Day_2022
Date
Set the date of the holiday.
If the holiday is Not an all-day event, click this checkbox and set the time range.
05/30/2022
Description
Brief description of the holiday
A federal holiday in the United States for mourning the U.S. military personnel
Repetition
Frequency
Set the frequency of the holiday.
One-time event
SLA Calculations
When a case is created, the Due Date is calculated based on the defined SLA for that case in the Automatically triaging emails, the Business Hours, and the Holidays. When any case is re-opened, the SLA due date is updated to reflect the standard SLA settings, resetting to the default, ignoring any time that passed during the initial process.
Example: The SLA is set in the Email Routing configuration to 2 working days (SLA Unit = 2. SLA Unit Type = WORKDAY). Wednesday 17th is a holiday. A new case is created on Tuesday 16th at 11:00 am, the due date for the SLA will be Friday 19th at 11:00 am (not Thursday 18th at 11:00 am).
The unit DAY is equal to 24 hours, basically, an SLA of 1 DAY will be equivalent to 2 working days and 6 working hours (24 hours/9 = 2.25 working days, or 2 WORKDAY plus 6 WORKHOUR) If real workdays are required for the SLA, use the UNIT type WORKDAYS. In general, it is better to use the WORKDAY, WORKHOUR, and WORKMINUTE units, as they take into consideration real work time.
