delay a time to send/reply to a ticket within Inbox

[MHanrahan]

When replying to a ticket in the Inbox, to have the option to schedule when the reply will be sent (same option like when creating an email within the contact and ability to schedule when that email is going to be sent)

[ThuliBhengu]

This would be a great option! Definately upvosting this idea 😀

[netaffinitymaja]

It will be very helpful feature to have, enhancing the team productivity. As our tickets SLA times are based on official office oepning hours, and the team working hours vary from those set on SLA's (ie some team members start work earlier, some finish later) we could have the reply composed early or late and schedule it to be sent within SLA times set (we do not want to create an expectation among our clients that the team serves support tickets otside office hours).

[MKaarison]

When managing a high volume of customer service inquiries, it can be challenging to respond promptly to every ticket. Occasionally, it becomes necessary to delay a response to a ticket within your inbox. This could be due to several reasons such as requiring more time to gather necessary information, needing to escalate the issue to a higher support tier, or simply due to a backlog of requests. It is crucial to handle these delays professionally and transparently. To manage expectations, it's a good practice to inform the customer about the delay and provide an estimated timeframe for a response. This helps in maintaining customer trust and ensures they are not left in the dark about the status of their inquiry. Additionally, using automated responses can keep the customer updated this website while a more detailed reply is being prepared. Implementing such measures can significantly improve customer satisfaction, even when delays are unavoidable.

[BMaeve]

The main reason I would like this funcionality through the Helpdesk and Inbox is due to the fact that accidents happen. Someone can accidentally send an actual live response back to the customer instead of leaving an internal comment if on the wrong tab. Other platforms have this ability as a safetynet.

Having an internal comment accidentally be sent to the external recipients is always a risk.

[Stian-Ing]

Agree. It would be very useful to set a short default sending delay to change or stop an email with errors from being sent. The "Send Later" feature available in the CRM view should also be added to Help Desk.

[BBackhaus]

This definitely needs to be available for Helpdesk. We work at odd times and being able to send when we cane expect the recipient to be at work in his/her timezone would be a huge plus.