Although many business have a Mon-Fri work week, the observed holiday/days closed schedule can vary greatly-- i.e., some observe Veterans'/Presidents' Day and others do not. Our research/academic facility has a 6 day Winter Break each December. Currently, Web Help Desk only recognizes a global work week schedule without one-off exceptions. A simple calendar exception feature would be crucial in successfully complying with an SLA, pausing the clock ticking towards Ticket completion time when observing holidays.
Top Comments
100% agree. We are an emergency service and some of services are 24/7/365 WHD's current calendar / SLA makes no cognoscente of this. Not everyone works Mon - Fri 9 - 5.
This was actually one of the few reasons we could not pursue WHD as a viable solution for our business. As a government entity, that has both civil and public safety departments, we have to be able to…
This is a feature my department admin thinks is critical, as he doesn't want all our tickets to be past due just because the entire school district including us had a week of vacation. We have even been…