How to exclude dates from the SLA business hours?

In some cases, such as holidays and national holidays, it is important to add exclude dates to your SLA business hours.

  1. Go to Admin Center > Ticketing Settings > SLA Tracking.
  2. Under Special working days, click Add new.
  3. In the calendar, choose the date to be excluded in the SLA, then select Exclude.You can also choose Include to apply specific SLA hours for a specific date.
  4. Click Save changes.