This article provides detailed explanations on how to set up Business Hours in Help Desk Admin. Learn to use Business Hours, and manage your work more efficiently.
With Business Hours, you can easily adjust the working shifts and holiday plans of agents from Help Desk, or change settings of automatic replies.
1. Set the Time Zone
Enter Help Desk Admin. Click Settings - Basic Info. Choose the current Time Zone, eg. (GMT+08:00) China Standard Time - Beijing.
Note: Time zones can only be changed in Basic Info. Once set, the time zone will appear on the interface, and become the reference time in Business Hours.
2. Set Business Hours
Go to Settings - Business Hours. Click + Add Hours to add multiple business hours. You can also delete unwanted time slots on the same page.
3. Set public holidays
Click Add Holidays, enter the start and end dates to add a holiday.
Click Import Holidays to choose corresponding holiday calendar from the drop-down menu.
Open the extended menu on the right. You can then modify or delete the chosen holiday.
4. Set Auto Reply
You can set the following three types of replies:
- •We are not at office now and we will reply soon after we come back.
- •We are not at office now and cannot reply, we will get back to you soon after #next_business_hour#.
- •Write your own reply in 1000 characters, click Save to apply.
Note: If multi-language mode is on, the auto-reply can be set in multiple languages. Choose language first before selecting the content of reply.
5. Manage agents
Click Agent - Add agent to arrange shifts for individual agents. Only time within the business hours is available for arrangement.
Note: When the user is already in the queue, the agent will finish answering all questions even if exceeding the business hours. No more queuing allowed outside the business hours.
6. User interface
When users seek help from human agents at a time outside business hours, the system will reply automatically with the content set by the administrator.
- •Agents will be invited to customer service group automatically after they return from holidays.
- •Tickets issued outside the business hours/during holidays will be categorised under bot tickets.