Zac Garcia

Currently, we have the following options available for the workaround I mentioned earlier upthread, which include:

1 hour
4 hours
12 hours (1/2 calendar day)
18 hours (3/4 calendar day)
1 day
3 days
5 days
1 week
2 weeks
1 month

We've been using this workaround for years so, as of a few years ago, we had only around 5 or 6 options. It's grown overtime, especially as we switched from a company that provides support during US hours only to a company that provides global support across multiple timezones & countries. I definitely echo what Joel Watson mentioned of showing some common ranges (e.g. 4 hours, 1 day & 5 days) but then allowing agents to select a custom date / time would be awesome.

If a custom date / time range wasn't supported, the ability for Admins to control whether tickets will reopen based on calendar hours or business hours would be helpful. Before global support, we really liked reopening tickets based on business hours so that nothing reopened on weekends or holidays, but it got a bit complicated when we launched Global Support (our US business hours are 8am-8pm versus other countries we operate in our simply 9am-5pm) plus varying holidays, so had to switch to calendar hours to help uncomplicate things a bit.