You will find the option to modify the service desk timezone in Admin-->Service Desk Rebranding.
Click on your profile icon on the top right corner of the page and choose Profile Settings. Here you would see the option to change the Timezone for your profile.
As an Administrator for Freshservice, you can configure Business hours by navigating to Admin-->General Settings-->Business Hours. You can choose to edit the Default Business hour or also create multiple business hours for different teams across regions. For more information on this refer to the article here.
When adding your business hours, you can define the Yearly Holiday List either manually or by importing a country's holiday list by specifying the region. The holidays will be ignored when calculating SLAs for a ticket as they are treated as non-working days. Removing an existing holiday from the list would make Freshservice treat it as a working day.
When you add a private note to a ticket, since it is not visible to the requester, it is not considered as a response.
You can configure SLA policies such that there’s an escalation email triggered to the Assigned Agent before an ‘x’ period of time if there has been no response on the ticket. To do this, navigate to Admin-->Service Management --> Service desk settings -->SLA and OLA Policies and create a new SLA policy or edit the existing one and you would have the option for the same.
When creating an SLA policy under Admin-->General Settings-->SLA policies, Freshservice allows you to specify under what conditions the policy is applicable. You can choose to apply a particular SLA policy for each category.
In cases where multiple agents worked on a particular ticket, the ticket would be attributed to the agent who is currently assigned the ticket when calculating Tickets resolved/Resolution metrics.
Yes, reopening a resolved ticket would affect average resolution time as the ticket is being put back to open status where the SLA clock will continue to run.
The Response Due tag gets added to a ticket when there has been no response on the ticket by an agent and the ticket is past its First response SLA. The Overdue tag gets added if a ticket’s resolution SLA has been violated and it is past the Due by date.