an "Open Hours" setting to better track days between updates.
Right now the system tracks on a standard clock. Open a ticket on Saturday, reply to it on Tuesday, the system says it's been 4 days since the last update. But we're closed on Sunday, so there's only really been three days. If we could set the "Open Hours" for our business and have the system track off of that, it would be very helpful.
Ryan (CTO, Pinellas Computers) commented
Agreed x100000. We also are closed on Sundays and close early on Saturdays. We'd like to make our SLAs be 1, 4 and 6 hours - but this isn't possible since RS doesn't know when we "close" and "reopen". Right now we use 24 and 48 hour SLAs, but even still, on Monday EVERYTHING is red on our dashboards. We need this really bad in order to provide more seamless and effective response times to customers! HELP RS!
Becky Nelson commented
This would be very helpful on the dashboard as well; the red "3 days or more" label isn't really helpful until Wednesday; it may have been only 2 days since contact because of the weekend.