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.

[FantasticNerd]

Hi Shawn,

thanks for your answer.
You are right, I was talking about the first response time.

To be honest. We do not classify our tickets. So far we used the escalations of the queue settings.
We do not use ticket types or priority level or something similar.
So there is no manual classification of the tickets done by any colleague.

Tagging a ticket with an SLA response time would force the SLA settings over the queue settings, right?