Reminders during business days only | Voters

Reminders during business days only

Bryan Little

It would be nice if the reminders didn't fire over the weekend or at least had the option to restrict it to business hours only. Pausing the timer for the weekend or something similar and resume it on Monday. Holidays too.

March 29, 2021

Travis Springer

This would be hugely helpful. Automated email reminders during the weekend doesn't check the box of "great customer service". I understand the complexity of calculating business hours, but a simple "don't send emails on Saturday or Sunday" shouldn't be that hard. I don't even care about holidays at this point. Those are more understandable to customers.

Jason Casuga

Merged in a post:

Option to exclude weekends from the No-Response status count

Jake Shipley

Currently when setting a No-Response status to close a ticket the 'after # of minutes/hours/days' counts weekends in the time. i.e. we set the timeframe to 4 days, if the notification is sent on a Thursday the client doesn't respond on the same day and then the client is off on the Friday the ticket will be closed automatically on Monday morning.

4 days feels like the right amount of time during the week so we do not want to up the number of days given, just pause it over the weekend.

January 2, 2024

Jeff Marks

Please add this. I can imagine it greatly impacts quite a few businesses workflow.

Melanie Halloran

Yes, we very much would love to see reminders/workflow paused on Saturday and Sundays.

Sheryl Martin

I asked during the webinar today and this isn't going to happen. I was told that it is not possible to set this up.

Joshua Oakes

Please make a business hours option for No-Response Time. Thanks!

Joshua Oakes

I agree, it would be great if you could figure this out. We just implemented, and we are already seeing some issues with reminders and No Response Time kicking off over weekends.

Joel Kino

Hey Jason, 
Just thinking a potentially simpler way to look at it would be, exclude weekend days from reminder period calculation.
That might give enough people the functionality they require without overthinking it too much.
Just a thought.
Joel

Jason Langenauer

This is difficult to implement for technical reasons.
Calculating elapsed business hours is complicated, and requires a fair amount of data from CWM - availability, holidays, etc. TimeZest can perform this calculation when scheduling because it only has to do it for the user(s) whose availability is being displayed, but even then there is a noticeable pause in certain cases.
Reminders and no response times are a much trickier case, because we'd have to perform this calculation for all scheduling requests
 in the system at once to determine which scheduling requests require reminders / no response actions to be taken, and which do not.
We'll keep thinking about it, but it's something that would be very difficult to engineer.

Devin Peterson

We would make immediate use of this feature!

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