It doesn’t make sense for your helpdesk to take weekends into account in your SLA policies. Otherwise Monday morning SLA reports will be quite threatening to your helpdesk. For this, Freshdesk offers two different ways in which you can calculate your SLAs - calendar hours which includes your working hours as well as holidays, Business hours which denotes only your official working hours.


Business Hours refer to the working hours of your company. When chosen, anything outside your working hours, including calls will not be timed by Freshdesk. You can specify working hours for each day, allowing you to meet SLAs for multiple time zones within the same week if necessary. Business hours are more suitable for tickets of low and medium priority. You can specify the timings via Admin > General Settings > Business hours. To create a new business hour, click on New Business Hours. You can also Edit existing business hours you have set up previously.