Hi all,

We are currently in the process of migrating to HaloPSA from CW Manage, and were hoping to get the following processes up and running before we go live. I am hoping someone else has solved this because I'm starting to go around in circles.

1. Waiting on Customer Process

When a ticket is placed on hold and we're waiting for the customer to respond, we want Halo to:

• Send a reminder email once per day
• Do this for 4 days
• Then automatically move the ticket to Resolved if no response is received

Our issue is that the reminder emails are being sent outside of business hours, sometimes late at night.

Originally, we had this configured using the Ticket Status automation ("when ticket has been in this status for X time, send email"). This worked reliably but ignored working hours.

Research suggested moving the process to an SLA Hold workflow instead, as SLA timers should respect working hours. However, I can't get it to work at all using this method.

2. Ticket Closing Process

We also have a confirmation workflow where, when a ticket is marked Resolved, the end user receives an email asking whether the issue is fixed.

They can:

• Click Issue Solved → Ticket closes and CSAT is shown
• Click Issue Not Solved → Ticket reopens

This part works fine.

The issue is that if the user doesn't respond, the ticket should automatically close after 8 working hours and send the CSAT request. Instead, it appears to close 8 hours after the ticket was resolved, regardless of business hours.

For example:

• Ticket resolved at 3pm
• Ticket auto-closes at 11pm
• Customer receives automated emails late in the evening

Not ideal.

Has anyone got either of these processes working in Halo while properly respecting working hours/business hours?

If so, what approach are you using? Ticket Status timers, SLA Holds, Scheduled Actions, Workflows, something else?

Thanks in advance.