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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.
The part of this feature request that hasn't been solved for is an auto-resopnder when all reps are OOO, but that is its own feature request here. We recommend leaving feedback on that post if that part is still something you are interested in! Any updates around that will be shared directly on that post moving forward.
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
I'm surprised to find that setting business hours isn't already available in HubSpot after signing up for the service plan.
Considering that business hours are fundamental for measuring customer service metrics, it feels more like a necessity than a feature. Are there any updates on when this might be added to the platform?
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
We also need to be able to report on averages of tickets received by hour and shift backlogs. How many tickets were received let's say between 11 am - 5pm and remain in status "waiting for support" at 5pm? This is very important to organise scheduling and to review which shifts and times of day are busy and if these patterns change over time.
The part of this feature request that hasn't been solved for is an auto-resopnder when all reps are OOO, but that is its own feature request here. We recommend leaving feedback on that post if that part is still something you are interested in! Any updates around that will be shared directly on that post moving forward.
For our organisation, the need for a blanket working hours settings has mostly been for reporting purposes. As an example, one report would be a list of deals or tickets that haven't had activity for 3 days, and this type of report would mostly work out of the box. On Mondays though, the report results would be skewed by the weekend. A workaround would be for the report to ignore Saturday and Sunday as these aren't working days, but this isn't currently a feature in HS.
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