Set business hours and response targets

This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

What you can do

Define when your team works and how quickly customers should receive help. Where to find it: Settings → Automation → SLA policies and operations

Create or review the business-hours calendar, including timezone, working days and exceptions.

Create an SLA policy and choose its inbox or other matching conditions. An SLA is a response or resolution target for your team.

Set the targets and select the calendar that should count time toward them. Review the policy before activating it.

Open a matching conversation and check the due time. Include an out-of-hours example to confirm the calendar matches your expectations.

Use SLA operations and reports to find approaching or missed targets and assign follow-up work.

If your team works weekdays, a business-hours target should reflect that calendar rather than implying somebody is on duty all weekend.

A target does not send a reply by itself. Use routing and workflows to decide who acts.
Check the timezone before publishing hours, especially for distributed teams.

Matching work has visible targets calculated using the chosen policy and calendar.

Unexpected deadline: check the matched policy, calendar, timezone and conversation history.
No deadline: confirm the conversation matches an active policy.

Perform repeatable steps when a conversation, message, ticket or timer event occurs.

Find the measures that answer a specific question about your support operation.