Reminders during business days only
under review
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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.
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Jason Casuga
under review
Question for everyone: Are your "office hours" always during the week (Monday - Friday)? Are there any situations where some offices at different locations operate that need to continue running the reminder timer during the weekend?
For those interested, I'd like to have a conversation to better understand your needs for the feature request. Here is my scheduling request link to find some time to talk as we're considering pulling in this feature request to work on: https://365.timezest.com/jcasuga/product-feedback
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Gretchen Semler
Jason Casuga My area generally doesn't have scheduled weekend hours; while there are components that perform work over the weekend, it's usually not regular or ongoing work, which awaits standard hours (M-F). Reminder pauses or avoiding weekends would be great.
Jason Casuga
Gretchen Semler so a general setting to configure this reminder trigger will apply for all appointment types? I'm trying to figure out if there's a need to specify a reminder timer for your account as a whole, for each appointment type, or some other level of granularity.
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Gretchen Semler
Jason Casuga from what I see having held a few roles and from our scheduling generally, we operate normal business hours M-F. The after hours, emergency, and 24/7 times including nights and weekends are normally regarded as just those items, and standard work typically is not done during off hours.
I am not an authoritative or decision-making representative for CW for our organization, though. I would follow this up with our org's contact for CW. I do not at present know which individual that is, but you may be able to look that up.
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Charlie Johnson
Jason Casuga thanks for looking into this. If you mostly interested in polling people, our company works 8 to 5 Monday to Friday PST, and we don't have a need for reminder emails to be sent outside of that timeframe.
Jason Casuga
Thanks, Charlie Johnson. Your answer helps.
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Ryan Eckhoff
Jason Casuga or Jason Langenauer is there any update on this feature request? Craig had committed to me in chat that this was on the roadmap for early 2025 but we are now almost half way through 2025 and it doesn't appear to even be on the active roadmap. Additionally, this request has more votes than 4 of the items currently listed on the roadmap.
Jason Casuga
Ryan Eckhoff We’re constantly working to improve the app and add new features based on user needs and input. That said, we also have to balance many competing priorities, including other feature requests, critical improvements, and ongoing development work. While this feature request is on our radar and has been noted for consideration, we’re not able to provide a timeline right now. It’s important to us that we allocate our engineering resources thoughtfully.
I know that’s not the answer you were hoping for, and I truly appreciate your patience. Your request matters to us, and we’ll continue tracking interest in it as we shape our roadmap.
To be more clear, this feature request is in our internal roadmap to be prioritized which is why you don't see it.
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Andy Miller
Completely agree this is needed. If a technician sends a Timezest on a Friday afternoon the ticket goes to no response Monday. Needs to be Wednesday on a 72 business hours response time
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Ariel Cidro
Any update on this?
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Shannon Gomes
I agree. 4 days that includes a weekend is only half the time!
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Ariel Cidro
Hope this feature gets added soon.
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Ryan Eckhoff
Something NEEDS to happen with this We have customers that are quite frustrated with this process and we are almost the point of ditching timezest because of it.
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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
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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.
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Jeff Marks
Please add this. I can imagine it greatly impacts quite a few businesses workflow.
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