Currently I have triggers set up to place tickets on hold and prevent agents from escalation notifications for tickets over the weekend that meet the 24h reminder. This works for now, but on Monday morning when they are taken off "Hold" the "Awaiting Agent Escalation" kicks in. I can prevent this by adding another workflow, but this becomes more of a work around than a solution. It would be helpful to be able to "Pause" or truly "Hold" a ticket and its trigger variables for times it remains open after core hours.
Working Hours for ticket triggers and escalations - Spätná väzba / Feature Request - Deskpro Support
Working Hours for ticket triggers and escalations Collecting Feedback
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