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Unattended Ticket Emails Outside of Business Hours

Related products:Freshdesk
  • August 22, 2022
  • 5 replies
  • 144 views
TWhite
Apprentice
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Given an Agent Group with M-F business hours which receives a ticket, say, on Sat, the Unattended Ticket notification is sent on Sat and completely ignores the Business Hours set on the Agent Group.

It would be excellent to have the system honor the business hours in this respect.

Thanks! Tim

    5 replies

    R
    Active Contributor
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    • rbarney
    • Active Contributor
    • August 24, 2022

    Absolutely agree that the unattended ticket escalation should be able to follow the business hours.  

      jay.fish
      Community Debut
      • jay.fish
      • Community Debut
      • July 25, 2023

      I cannot understand why this is not built in. Seems like a massive oversight.

      msconfig87
      Top Contributor ⭐
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      • msconfig87Top Contributor ⭐
      • Top Contributor ⭐
      • September 11, 2023

      any news here? we are getting spammed on Saturdays.

      msconfig87
      Top Contributor ⭐
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      • msconfig87Top Contributor ⭐
      • Top Contributor ⭐
      • May 21, 2024

      @Daniel Söderlund , @afautley : this topic needs more attention I think. Why are there business hours if they are getting ignored

        afautley
        Top Contributor ⭐
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        • afautleyTop Contributor ⭐
        • Top Contributor ⭐
        • May 21, 2024

        Surely this should be a bug not an idea?

         

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