Field changes time calculation by business time

已回答

已于 2021年2月15日发布

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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Walter Bellante

Zendesk Product Manager

2024年3月11日

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

Russ Milton

2021年9月14日

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.

Pat Harland-Lee

2022年8月10日

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)