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New Idea

Ability to set business hours on time trigger automations

Related products:Freshdesk
  • April 3, 2022
  • 5 replies
  • 104 views
J
Skilled Expert
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Currently the ticket creation and ticket update automations support the use of business hours but time triggers don’t. This is non sensical as SLA’s and other automations support using these and so if you have an automation to chase the customer after 24hours it counts that weekend. This can lead the customer to be confused as they haven’t had anytime to respond if your business hours are like most in the world… 9 -5 Monday - Friday!

 

I think this has been a feature request before, please can you provide an update on this? We desperately need this and it’s important to ensure consistency of support in all automations.


Thanks


Jerome

5 replies

A
Community Debut
  • Andrei Zubik
  • Community Debut
  • April 8, 2022

Great Idea!

We also need this feature to be implemented at the earliest since we have some rules that strongly require this feature!

Thanks

    J
    Skilled Expert
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    • Jerome.Haynes
    • Author
    • Skilled Expert
    • May 7, 2022

    BUMP

    A
    Contributor
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    • abbiekinng
    • Contributor
    • June 22, 2022

    We are desperate for this in our workplace!

     

    We have time automations that bump priority levels depending on how long it has been open for however they are pretty useless at the moment as over the weekend 2 days have gone by which is eating at the time we actually have available based on SLA’s

     

    I think if they are providing the option to input business hours they should be able to be used for any time based scenarios!

      S
      Community Debut
      • SeanH
      • Community Debut
      • September 19, 2023

      +1 upvote

      Seems like Business hours is only half done… This works for SLAs, but having something like an automatic closing or reminders of tickets that only works on calendar hours doesn’t make sense. Hence, we have replied to a customer, waiting for them over the weekend triggers something else (resolved->closed, or notified “Still need help?”).

        J
        Skilled Expert
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        • Jerome.Haynes
        • Author
        • Skilled Expert
        • September 20, 2023

        This is a widely requested feature (There’s other threads requesting this) - can we get this on the roadmap?

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