I have a few sets of reporting that reference hours passed since certain things happened (created, last update, solved, etc.) and while they work fine the process stakeholders report that they're not worth very much unless they're reflecting business hours and not real hours.
It seems like this may be set right by setting Business Hours in my Zendesk instance, but I'm not sure about that. If that would do the trick, then that would be pretty cool. If it DOES do that, then I just need to make sure that I'm not going to make any bad things happen in my Zendesk operations because of this new setting.
If that doesn't do the trick, then I'm left wondering how to craft this set of metrics for them in a way that hopefully isn't just crazy with the script writing. I don't mind doing the script writing, and mainly want to deliver as quickly as I can for my users.
What do you think?
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