We have designated a work schedule (Monday to Friday from 8:30 a.m. to 4:00 p.m.) and defined an automatic response to those who communicate outside those hours. We asked about the possibility that the default message will not be sent to those customers who already have a ticket in progress and who had communicated before the end of the schedule, in order to allow us to end the service properly, but the Adereso support executive tells us that unfortunately this is not possible since they do not have that configuration.

We suggest opening an option so that those tickets that are in progress and that were opened before the end of the working day, do not receive the automated message and do not suffer the automatic ticket closure once they have passed the designated time, so that they can continue with the conversation until the executive finishes the process.