Ticketing system and service desk (Mindcat Desk)

Latest · Ticketing system and service desk (Mindcat Desk)

SLA agreement for a Gulf service desk: count working hours, not the hours that pass

Write each time promise in working hours on a named calendar for each office, and write a Ramadan version before the month starts. In the UAE, private-sector hours fall by two a day in Ramadan, so a four-hour promise covers more of the day. At Mindcat, we load those calendars into the clock during setup.