Good morning.

I'm trying to set up some simple notifications to help our agents self-manage their tickets. They are not routinely using Zoho Desk, which means tickets can sometimes get left or forgotten about.

I've tried setting a few things up, but I always seem to be battling against the limitations of the system, most usually the 'Business Hours' as I don't want to send lots of emails when the agents are not working, but I do want a notification next time they are working.

Please tell me there is a simple solution for this.

Currently I have a collection of Supervise Rules running during Business hours

IF Status = OPEN AND Hours Since Modified = 4 or 24 or 48 or 72  

IF Status = IN PROGRESS AND Hours Since Modified = 24 or 48 or 72

IF Status = WAITING AND Hours Since Modified = 48 or 72

The problem with this is that Tickets arriving outside business hours don't generate the notification. And notifications aren't generated over weekends.

I can just run the notifications over Calendar Hours but, especially over the weekends, that will generate multiple notifications for the Agent against a Ticket that they haven't had a chance to deal with.

I'm sure I'll be able to find a compromised set-up that just about does what we need. But I'm hoping that you can give me a way to do this properly.

Thanks

Dave