Business hours defined per desk, so the SLA clock only runs while the team is working
Service CRM · Governance & Service Levels
Business Hours
The SLA clock stops when the office does
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In detail
What Business Hours does
Part of Governance & Service Levels in QuipCRM — Service CRM. The promises you make to the business, written down once and enforced by the system.
Prevents an overnight or weekend gap from silently breaching a response target
Feeds directly into SLA policy and escalation timing
Where it fits
Service levels the system enforces, not just records
Business Hours is 7 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Business Hours supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.