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Field changes time calculation by business time

Answered


Posted Feb 15, 2021

Hello,

I'm using Field changes time to show up the time spent by a ticket in various values of a custom field. Is there a way or plan to have this calculation on business hours ? Or any suggestion about how I could accomplish this ?

Thanks,

Traian


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6

6 comments

Official

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Walter Bellante

Zendesk Product Manager

Hi all,
thank you for taking the time to share your feedback with us here.

I want to acknowledge that this feature request has been open for some time without a PM reply and I apologize that is the case! Looking to clarify some questions on this post and share where Zendesk is with this feature request.


This feature is not on our roadmap for 2024.
While I understand that this may be disappointing to some, our intention here is to be transparent with our plans so that you can continue to remain aware of how Zendesk is moving forward in the near term.

At this time, we are going to close this post for comment as we have the information and use cases needed should we ever look into this again.

Thank you again for being valuable customers at Zendesk.

-1


Absolutely this is required in Zendesk Explore, this is key to any reporting as without the business hours some of the data offers very little insight.

1


Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

1


It is necessarry but now I have to make the calculation in Excel.

1


This needs a response from Zendesk! 

0


We would also very much need this feature!

0


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