Hannes Bez

Hi Eugene Orman, thank you for taking note of this issue and replying here.

Having said that, I'm disappointed with your response. This feature is fundamentally critical to just about any business which functions on varying schedules and/or custom statutes. That would be a significant subset of your Enterprise customers, as two of the main reasons organizations turn to this package would be (1) the ability to build and report on discrete workflows for different brands within that organization and (2) the ability to manage those workflows more efficiently in non-standard support setups using custom statuses (and other fields). 

I do understand why it's a challenge to rearchitect something this fundamental from a technical standpoint, but frankly, this is something Zendesk should have recognized in its product research several years ago. I complained about this issue back when Gooddata was still an add-on to the product suite, and I was not the only one. 

The most frustrating part of this problem is that, from our efforts so far, it appears we can't even create a reporting workaround through a different BI tool, since the issue is baked into the data coming from ZD at a fundamental level. 

If I'm wrong about that - for example, if anyone on your team does know of a way we can manipulate raw data to get an approximation for time between events in business hours - I would absolutely love to know what that strategy might be. 

Here I am more than 3 years later, building a CX ecosystem from scratch for an entirely new organization, still waiting for this same crucial data feature to be implemented in order to make our lives manageable.

I'm still happy to work with Zendesk's PM teams to scope this out! PLEASE DO THIS!

Strong +1 to all of the above!