Running into the same big issue trying to come up with useful Ticket-related reporting for my company.
It’s a bit of a rabbit hole, because it’s not just a matter of accounting for a fixed schedule, however customizable, like 9 to 5 from Monday to Friday. One also has to account for holidays, which besides varying from country to country, tend to float around. And yet another layer of complexity is accounting for people’s days off, which will be highly variable and dependent on each user.
Still, however complex the implementation, this really hamstrings the usability of time-based reporting.