I am currently trying to use the Time Triggers Automation to set a follow-up schedule. For example:
Set ticket Status to Waiting on Customer
3 business days pass (72 hours not including weekends) with no response or reply
Send follow up 1
A further 3 business days pass (144 hours not including weekends) with no response or reply
Send email and set Status as Resolved
Because our business and customers do not work over the weekend and we cannot exclude business hours from the Time Triggers, we are unable to properly automate the above. Or if we do, we risk customer consufion or frustration if we end up closing a ticket on the weekend and they haven't had time to form a response.
Can FreshDesk please implement an enhancement request for this or let me know how I can setup an automated follow up schedule based on the above timeframes in another way?
I would need something similar. We would like to see how many days we need as processing time. But it only should count business days. So it would be great to have a time counter which is only running at the working time. or only on working days excluding weekends and holidays.