Set custom support hours. Your metrics calculations will take into account these hours so you aren’t penalized for questions at night or over the weekend.

The settings page for support hours.

Enable this feature on the Settings Page.

These Support Hours also affect other parts of our product, see how it affects Conversational Ticketing and Support Ticketing here:

Conversation SLAs

For customers with conversational ticketing enabled, these support hours will affect SLA calculations. Click here for more details.

After Hours Messages & Escalation

For customers with support ticketing enabled, you may set after hours messages and escalations. Click here for more details.