Notifications When A Customer Has Used Up Their Support Hours

We should be able to set automatic email notifications to configurable recipients when a company has used up a configurable amount of time (as logged in tickets) since a configurable date.

For example, as standard our customers get 5 hours of support time per year. Each customer renews at a different date. So for example, if ‘FooBar & Co’s’ renewal date is on January 1st each year and they have used up their 5 hours of support as logged in tickets then Freshdesk should email agents to notify them that their support hours are used up. The trigger for this could be a check each time an agent updates the time log for a company within a ticket.

This idea could be taken further as to mark companies as ‘out of support hours’ in the ticket view (and list view), it could automatically send configurable auto-response emails to company contacts that are ‘out of support hours.’

For us this feature would be invaluable.