The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub.
This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours.
It would also allow us to obtain a higher degree of accuracy for our analytics.
Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend.
We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.
I still feel passionately that this is a necessary feature. There are at least 3 teams totaling around 30 people in my company that would wildly benefit from being able to accurately track their individual + departmental metrics
Dear HubSpot Community, this is an important feature for service teams! Additionally to adding business/working hours to the team settings it would be great to see the ticket resolution time wihin business hours.
Many companies have an SLA and tracking this with the current resolution time is pretty much impossible.
Thanks and looking forward to hear the comments on this!
we switched back from zendesk to HS service because we believe in having a centralized approach to our clients lifecycle and believe in what HS is doing. But not having this setting that zendesk offered is painful and takes us a step back on tracking the team's goals and performance
This is extremely important to our business! Without this feature, reporting on response times is almost entirely pointless if you have clients in different time zones!
Mind blowing that this is not a current feature. Any metrics, and chatflow widgets, as well as "accidentally available" agents, would benefit from this immensely.
Same issue, but with calendar scheduling. Me and my colleague work different hours. I'm done at 3 p.m. he's done at 6 p.m. If a customer books a call at 5:30, it could go to either of us because I can't set my working hours to be away after 3 p.m.
I'd like to be able to have time availability based on the person rather than the group using Round Robin Availability.
This is absolutely a crucial function. Our lead read response time report is consistently inaccurate due to tickets and forms being submitted at odd hours of the night or on weekends and holidays. I have to manually try and correct each lead to show a more accurate report. I am really hoping HubSpot comes up with a solution for this. It shows our lead response time being exponentially long due to our team being offline outside of business hours. Crossing my fingers!
This is a crucial feature for reporting purposes. Lead response times should be tracked during business hours. If a ticket or form gets submitted on a Saturday and I don't respond until Monday when I am back working, it shows my response time is well over 24 hours shows poor average response times in our reporting. This should have been a feature already.
It's been 3 years since this original post was created...not seeing any progress which is extremely disappointing. This is a basic function that all users should be able to implement.
