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.
over 1 year ago
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.
12 months ago
I am wanting this as well but seems freshdesk is not willing to do it. We have customers getting upset as we have automated rules that send follow ups and we have it based on hours. This sometimes causes stuff to go out on non working hours or weekends.