we would love to be able to use the new working hours functionality for the support tickets so that assigning tickets looks at ‘available users only’ in the day. However, we still want the tickets that come through out of hours to be auto assigned so that the team have the tickets to work through in the morning when they become available again. Currently this isn’t possible as if we set it to available users only, any out of hours tickets get left unassigned leading to manual intervention. Would be great if we could have different rules set up for this.
Other rules would also be good to include any part time users so that if they only work in the morning, they could still be allocated the out of hours tickets for when they come back to work the next morning.