Different Escalation Settings per Weekday/Weekend

[FantasticNerd]

Hi everyone,

I was wondering if it is possible to set different escalation times for a Queue/SLA.

We have a 1hour response time for weekdays and 4hours on the weekend.
But in Queues and SLA I can only set up escalation times in general.

Could I create different SLAs and have a separate calendar for each to track the escalations?
But then I would need to change SLAs/Services all the time, right?

I wonder if there is a solution for that beside creating the tickets in different queues or with different services and changing them at the beginning and the end of the weekend?

Any ideas? Is there a easier solution I just do not see?

Thanks a lot.

Best wishes
Dennis

[shawnbeasley]

It's complicated.

The SLA is usually connected to a level of service purchased.
If a ticket is created on the weekend, it can, as you said, be assigned to the SLA with a different response time.

I'm not sure if your colleagues work 24-7 classifying tickets. The quick and dirty is.

Weekend Tickets: Use the escalations settings in the queue - no SLA. 4Hrs
Monday - Friday: Agents will apply an SLA upon ticket receipt. 1Hrs

Generally speaking, I assume we are primarily talking about the first response time. If not, please correct me.