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Business hours in the Supervisor rules.

Related products:Freshdesk
  • July 15, 2013
  • 38 replies
  • 48 views
L
Apprentice

I really like the business vs calendar hours for the SLAs. It would be very useful to have business hours for the supervisor rules as well. Specifically, rules that automatically close tickets after they've been resolved for so many hours. Currently without the business rules, this is inefficient because it will count weekends and/or non-business hours.

 

I would like to set my auto-close rule to 3 days, but that causes problems for tickets resolved on Wed/Thurs/Fri. I've set my auto-close rule to 168 hours (7 days) to make sure that tickets don't get closed over the weekend but 7 days just seems excessive.

38 replies

L
Community Debut
  • leif
  • Community Debut
  • July 26, 2013

Come on guys, doesn't affect everyone else? Or is there another way to fix this and I just don't know how?

L
Community Debut
  • leif
  • Community Debut
  • July 30, 2013

bump

J
Contributor
  • jsohn
  • Contributor
  • October 28, 2013

bump again - there are multiple feature requests here for this with no response.


I have a Supervisor rule which automatically resolves a ticket if the custom doesn't respond in a set amount of time (3 days, which in current use is 72 hours). But if my last response is on a Thursday afternoon the ticket is resolving before they get to work on Monday and my customers are understandably frustrated that I gave them one day instead of 3 to respond.


Please - add "Business hours since..." as an option alongside "Hours since..." 

M
Contributor

+1, this would be really helpful.

D
Community Debut
  • dan_11215
  • Community Debut
  • November 28, 2013
+1, bump, we need this functionality too

 

P
Contributor
  • phil.johnson
  • Contributor
  • December 20, 2013

Could also be helpful it it was possible to re-assign tickets based in some fashion on the assigned agent's business hours being over.

S
Contributor

Hello, 


We are actively considering developing a fix for this. I have changed the status to Planned, and we will be working on this soon.


Thank you for writing to us. 


With Regards 


Samyuktha

J
Contributor
  • jsohn
  • Contributor
  • January 6, 2014

Does that mean I should actively consider thinking about being pleased? ;-)


Hope this means that development will move along so next Christmas/New Year's I don't have all my open tickets auto-resolve/close again before they should.


Thanks!

P
Contributor
  • phil.johnson
  • Contributor
  • February 14, 2014

Still hoping to be able to reassign tickets automatically based the assigned group's business hours.

R
Community Debut
  • rjberg
  • Community Debut
  • February 18, 2014

Business hours should also be in dispatcher rules. If a ticket is received after business hours I would like to auto assign the ticket to the after hours agent and send a custom email response saying the ticket was received after business hours blah blah blah.

S
Contributor
  • scagas
  • Contributor
  • February 18, 2014

It will also be better if we have a supervisory rule wherein the system will be able to set the status of the pending tickets to open during "BUSINESS HOURS".

C
Community Debut
  • cdara
  • Community Debut
  • August 8, 2014

I would agree with this as well. Business hours should be an option.

I
Community Debut
  • info_10307
  • Community Debut
  • November 5, 2014

10 months ago this feature is planned, please could you give an update? My customers are also blaming me for getting mails in weekend where I ask them to respond to my question. Please allow setting business hours....


A
Contributor

This is a big problem als for us, a lot of useful email in weekend and after, with supervisor rules too

M
Contributor

I too require this and consider it basic functionality for a ticketing system.  We switched from Zendesk to Freshdesk a while back and the lack of options for configuring automations (Dispatch'r, Supervisor, Observer) is limiting.  


I have the Estate plan and business hour automation is missing.  Zendesk has had this for years.  

https://support.zendesk.com/hc/en-us/articles/203662746-Using-Hours-since-is-and-Hours-since-greater-than-in-automations


I appreciate how cooperative Freshdesk is whenever I open a ticket with them.  Everyone there seems to really try to find a solution for me (which typically is custom code); however, there is basic functionality that currently requires customization that should be incorporated into the core product (i.e. the ability to hide unnecessary ticket fields in customer portals based on "product" without needing to customize javascript, hiding ticket fields for agents based on product and/or customer without needing custom freshplugs, more options for automation).  Can someone from Freshdesk please share the development roadmap for adding business hours to automations?


Cheers!

G
Community Debut
  • glyn
  • Community Debut
  • April 10, 2016

I am new to Freshdesk and just setting up all the rules.  The lack of business hours in the rules is frustrating, as shared by other comments - namely that reminders or actions tripping outside of business hours can result in notifications and escalations that no-one is around to action, which leads to having minimum 3 days on rules to allow for weekends, which then causes unnecessary delays during the week.  I note this thread open for 3 years now and some time ago it was upgraded to planning.  Any further developments?

M
Contributor

Can someone from Freshdesk please update us on the status of this?  The more I work with Freshdesk the more frustrated I get with basic functionality like this

A
Contributor
  • asim.khattak
  • Contributor
  • August 24, 2016

We have been struggling with this as well. Our company operates a 2 tier support desk where front desk agent cascade tickets to back office teams for support. We are using supervisor automation and sending reminders/email notification to back office team managers in case the cases are not attended within certain hours. However the challenge is with different operational business hours for different back office teams. the Supervisor automation, dispatcher, and observer all operate on a 24x7 calendar hours basis and automations cannot be done based on configured business hours. This is a big limitation as we have worked with Salesforce.com and Zendesk in the past which offer these basic time driven automations. We are left with no choice but to compromise on the our operations as there doesnt seem to be a work around. This must be prioritized as a feature and implemented without further due...

P
Community Debut
  • psimonek
  • Community Debut
  • October 9, 2016

Same for me... It is needed to avoid weekends, holidays and not to frustrate customers when sending notifications to them.

K
Apprentice
  • karl.piller
  • Apprentice
  • July 19, 2017

I would also like an update on this, I'm confused if hours put in supervisor rules are calendar or business hours.


D
Contributor
  • daniel.young
  • Contributor
  • July 24, 2017

Hi,


It was noted by a team member in Jan 2014 it would be planned, come on 3 years is nuts to add such a basic feature which without means many things such as SLA's and KPI's are meaningless.


Thanks


Dan

P
Community Debut
  • philip_14276
  • Community Debut
  • October 24, 2017

ANy update on this feature?

B
Community Debut
  • bruno.pereira
  • Community Debut
  • February 1, 2018

Any updates on this? I think is crazy that this was set to plan 4 years ago and no action has been stated since or even a simple update.

It sucks that the customers get updates during out-of-business hours. Can we please make a change, asap?

Thanks.

B
Community Debut
  • bruno.pereira
  • Community Debut
  • February 1, 2018

ANY updates on this feature?

I don't think is fair to our customer to be receiving out-of-business hours notifications or us receiving out-of-business status notifications due to freshdesk not giving us the options.

D
Contributor
  • daven
  • Contributor
  • March 25, 2018

This has been linked to by a Freshdesk employee... but I don't see any update ?


What is the latest on this please ?


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