⏰ Wrangle adds Working Hours: your work on your schedule

Tickets have a sneaky way of coming in when your team is out. Unfortunately, help requests just don’t care about your schedule. Ever received a ticket on Friday at 11 pm and responded to it first thing Monday only to find a ticket response time of 2 days? Off hours and weekend requests should not derail your response time SLAs and KPIs.

Introducing Wrangle’s new Working Hours settings. Whether your team has 24/7 coverage, a standard 9-5, or a four-day workweek, Wrangle will make sure you can manage tickets and workflows on your schedule. Learn more.

How it works:

Any account admin can set your Wrangle workspace’s working hours. You can choose the timezone, days of the week, and times of day that your team is available.

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And Wrangle does the rest!

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Once working hours are set, Wrangle will exclude off hours from your response time and resolution time calculations. This update works for Wrangle tickets and workflows.

Setting your team's working hours will keep your Wrangle dashboards and data exports accurate to your performance vs your SLAs. As part of the update, any ticket you place in the “On Hold” status will also pause calculations for response times for that ticket.

Additionally, Wrangle will not send any late reminders outside of working hours, so you won’t get any pesky pings when you’re not working.

We’re just getting started.

Wrangle Working Hours opens up all kinds of opportunities for us to further improve our analytics and reporting capabilities as well as enhance the experience for remote and distributed teams. Stay tuned!

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