So let’s say that our support hours are between 9:00 to 18:00
But there are moments when i have some time after this interval.
So i can respond to email at 22:00. Or even in weekends.
But i dont want to create false expectation to my clients, so ideal is to have the option to schedule them in the interval we promise will answer :D
This way, i can respond to tickets whenever i want without creating expectations.