Outcome. Tickets still rotate evenly across a queue's rep pool, but the rotation and its timestamp only count against the team during business hours, so a ticket that lands overnight does not make the SLA clock look broken by 8 a.m.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-017
flowchart TD
A[Ticket created, queue known] --> Z{Inside business hours window?}
Z -->|yes, now| B{Ticket queue value?}
Z -->|no, off hours| Y[Queued, enrolls at next window open]
Y --> B
B -->|billing| C[Rotate to Billing pool]
B -->|technical| D[Rotate to Technical pool]
B -->|general| E[Rotate to General pool]
B -->|blank / unknown| F[Notify support ops + add to Needs manual triage list]
C --> G[Set routed date, notify new owner]
D --> G
E --> G
When to use it, when not to
- UseUse it once the plain round-robin from tickets-sla-001 is working and the next problem is overnight or weekend tickets skewing SLA numbers or waking no one up for nothing.
- UseUse it when a business hours schedule is already defined for the team (Settings > Objects or the Help Desk SLA business hours configuration, whichever your portal exposes).
- SkipDo not use it if the support team genuinely covers 24/7; there is no "off hours" to protect against and tickets-sla-001 alone is enough.
- SkipDo not use it as a substitute for a real on-call path if some tickets do need an immediate overnight response; pair it with tickets-sla-023 for that case.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.5 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.8 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
