I was wondering if in the next release we could have the ability for an automated response to be send to the customer if a ticket was created or updated outside of the set business hours (Admin -> Settings -> Business Hours).
For example, Our help desk is only actively manned from 9am - 5:30 EST M-F, and we have engineers take turns for after hours support. It would be nice if there were a setting that would allow me to create a canned-response telling the client that if the matter is urgent, please call the support line and leave a message for the on-call engineer otherwise the issue will be responded to the next business day.
Right now, I can do this with an automated task and a couple of windows scheduled tasks. But it would be nice to have this built into HelpSpot.