I work for an MSP, I am aware that business hours can be assigned to an agent, however, I'd like the option to be able to assign business hours to companies/departments.
I have multiple clients who are on the east coast of Australia and we are based on the west coast and we use the same agents to facilitate all our clients. This makes it difficult for me to track the SLA's between states.
Please add this feature for MSP's.
I requested something similar or at least similar problems to managed MSP customers/services... Let see > https://support.freshservice.com/support/discussions/topics/326333