we currently have support based across 3 regions (EMEA,US & Asia Pacific) all use the current default SLA, with the time zone set to London(GMT).
is it possible to assign different time zones to the 3 regions?
Appreciate any feedback
Userlevel 5
Hi
Wow your company is truly global!
The short answer is you need to create an SLA per each time zone, these are the steps to follow from a birds view:
- Create an SLA for the relevant time zone.
- Define Operating times per relevant time zone
- Assign the operating hours to the applicable SLA
- Create an Routing Rule based on dedicated region user group or company (depending onyour setup) will apply the relevant SLA.
Let us know how it goes!
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