Question

using different Time Zones

  • 13 January 2023
  • 1 reply
  • 12 views

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

 


1 reply

Userlevel 4
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Hi @chris reeves,

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: 

  1. Create an SLA for the relevant time zone. 
  2. Define Operating times per relevant time zone
  3. Assign the operating hours to the applicable SLA
  4. 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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