Ticket Automations "work hours" suggestion
Currently it appears that there's no way to distinguish between business hours and non-business hours for the purpose of automation conditions. Example: you want a customer reminded by email if a ticket hasn't been replied to in 48 hours if it's status is set to "waiting on customer". What happens if the rule triggering starts Friday at 4pm? The customer won't have been working on Saturday, so there's no point notifying them on Sunday at 4pm. You want to give them 48 working hours to respond, so it should trigger a reply Tuesday at 4pm.
As different customers will have different work hours (8-4, 9-5 etc), you might want to consider adding an "opening hours" pair of fields to a customer profile, so that we can use that as a condition.
Alternately you could set work days rather than work hours but that might be a big vague, given that your conditions are in hours.
MrEastwood
shared this idea
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Stefan
commented
Yes that will be a importent thing, we are in europe and we have different opening hours so it will be great when this can be changed
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MrEastwood
commented
Oh man... after reviewing this suddenly I see the "run only during working hours" checkbox :\
How are the working hours defined, and are these the working hours for the customer or us?