Business Hours

Business hours are set from 9 A.M. to 5 P.M in the EST timezone by default.

To update business hours

  1. 1.
    Go to your settings > General > Business Hours
  2. 2.
    Select a timezone from the Timezone dropdown
  3. 3.
    Revise Business Hours according to teammate/support availability.
  4. 4.
    Hit Publish changes
If you offer 24 hour support, set your availability from 12 AM to 11:59 PM

By updating business hours, you

  • Trigger Absence Messages to let customers know your availability
  • Communicate effectively when customers can expect a personal response to their support requests
  • Ensure accuracy in reporting and analytics such as SLAs