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Skip Time trigger / Supervisor rules execution during non-business hours / weekends and holidays.

Related products:Freshdesk
  • September 6, 2019
  • 2 replies
  • 64 views
S
Contributor

Hello, 


Not sure that this has been already suggested. 


Currently when a Time trigger / Supervisor rules are executed we can not exclude non-business hours, weekends and holidays periods. 


Thus, if a Time trigger / Supervisor rule action is meant to send a notification to agent or requester, this notifications is sent during non-business hours, weekends and holidays.


If would be great to have the ability to skip execution of the rule during non-business hours, weekends and holidays to avoid bothering agents and / or requesters when they are not supposed to work.


WDYT ?


Regards, 

Stefan

2 replies

S
Contributor
  • sfijneman
  • Contributor
  • January 16, 2020

This is kind of the same request as this one here:  https://support.freshdesk.com/support/discussions/topics/26497/page/3?url_locale=
"Business hours in the Supervisor rules."

Yes, we still need this desperately.

Example: I have a rule that moves a Pending ticket to Resolved after some time.  I'd rather set that time range to 2 Business days. But that is not possible, can only set calendar days. So I now have to set it to 5 days at least, so that the requester has a change to reply in case there is a long-weekend in that time. 
We now sometimes get a complaint that the notification was sent out during the weekend. 


V
Community Debut

Hello, 


Thank you for your feedback! 


This seems to be a thoughtful ask. We'll pass on your feedback as a feature request and keep you posted if we have any progress on the same. 


Cheers!

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