I would like to be able to setup rules to handle after hours requests differently from during hours support. I see how to setup supervise actions to update a custom feild (RcvdTime) to designate During and After hours, but am struggling getting the SLA to trigger when this field has been updated. With the SLA set to trigger on record update or field update the SLA is not triggered until I manually update the request. Is there a way to work around this? I do not necessarily have to use an SLA, just need to be able to control this workflow properly. I would also like to base it on request being assigned and rep responding to request not necessarily ‘due date’ if possible but due date could work as well.

What I am really working towards is something like the example below:

Request Received during hours (M-F 0900-1800) – Tag the request as During Hours; require a rep to take assignment and send a response within 1 hour

Request Received early after hours (M-F 1801-2200) – Tag the request as During Hours; require a rep to take assignment and send a response within 3 hours

Request Received Late After Hours / Holiday (M-F 2201 - +1 day 0859;Sat;Sun;Holiday) – Tag the request as Holiday; require a rep to take assignment and send a response by 1000 the following day

I realize this is a very advanced workflow setup so I am ok with some limitations, but if you could kindly help me get close to this level of automation I will be a very happy camper! I believe this type of functionality could easily be created in Zoho Creator but there is no interaction, that I am aware of between creator and support at this time, is that still correct?

Thanks in advance,