A capability to load shift schedules in a calendar and configure Shift based auto assignment of tickets. This would be very useful as most of the 24x7 Service desks have shifts and assignment should be based on the people who are currently on shift.
This use case would apply to nearly all 24x7 support desks, and service Operations, and it will allow for the shift leads to just upload a calendar type spreadsheet with Shifts for each individual outlines, especially if the shift schedules keep changing for every person, meaning sometimes an agent is on Shift 1 sometimes on shift 2 sometimes on shift 3. There is no way to currently to assign tickets based on the shifts.
I have explored this idea and it would mean creating a lot of custom workflow, but i do think this idea will be beneficial for a lot of customers not just us.