We're currently having an issue with the way we're reporting on first response time and resolution time for support cases between our US and EU teams. Our default business hours are set to US Central time, so when the EU tickets are using that it looks like everything is in the middle of the night and that we don't have any replies in the middle of the day. It's also messing up first response time metric, because if a case is opens at 3:58pm in Denmark (8:58am central) and they reply the next morning at 8:02am (1:02 central) the actual response time should be for minutes, but it is showing up as 9 hours. Any ideas how to resolve this?
