Counting business days only in workflows and sequences
Hi,
there are already similar ideas raised, but most of them target the need to exclude bank holidays or company closing days when actually sending an email from a sequence or workflow. For this an admin would have to be able to add these closing dates to HS, so the system can take those days into account.
In addition it would be nice that you can choose to count only working days between 2 steps in a sequence or workflow.
E.g. when the 1st mail in a given sequence is sent on Friday, sending the second mail after 3 working days would mean: sending it on on Wednesday. And if the Monday in between is a bank holiday, the 2nd mail should only be sent on Thursday.
When the first mail is sent on Friday and the second one on Monday, both of them are in the contacts' mailbox and mostlikely one of those will loose the impact on the contact.
We have a similar use case as described by @comoglu1 for Workflows - Rotate Ticket Owner if a ticket is close to falling outside our SLA and original assignee has not taken action. This should not count the weekend or company holidays, but we don't necessarily want to delay all actions in the workflow (ie set the entire workflow to only execute during the week).
We have in place a workflow to "bump" the ticket after a certain number of hours without action (it sends a reminder email to original owner) before we rotate it to another owner. The challenges here are:
creates a pileup of emails for each agent over the weekend
wastes time and creates confusion if subsequent rotation happens before the original assignee even sees the email reminder
This is very much required! We can choose, not to send in the weekend and after N days. But the days will also count during the weekend. That's not logic.
I agree with this idea. In my case, whenever I'm sending a sequence in the French or Spanish market, I would like to be able to introduce a Calendar of holidays for each country, so that if I'm sending a sequence, my 2nd or 3rd email won't be sent during a holiday. Because, as I'm living in different country, I'm not aware of their holidays, so it will be great to have this automated function.
Upvoting this for my customer - definitely helpful to take weekends and public holidays into consideration so that there's a healthy cadence between emails received.
+1 - we would like to send notifications to our Warranty and Customer Service managers when a ticket is aging more than 24hrs (business days only) where either Last contacted date is unknown (there has been no activity on the ticket since submission) or Last message from visitor is equal to True and Last message received date is more than 24hrs (business days only).
