Features / Business Hours
Set your own business hours
Track your agents’ response times by mapping your company business hours to Teamwork Desk.
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Report on your businesses operational hours
Get insight into how your teams are performing by accurately reporting on their response metrics during the operating hours of your business,
Set default business hours
Set the hours of your typical working week to ensure activities are correctly tracked.
Create multiple business hours
Apply custom schedules to the teams that work outside of your default business hours, e.g. support and sales.
Schedule in public holidays
Keep reporting and communications on track by allowing for public holidays.
Report on your working week
Ensure your metrics are calculated accurately. You don’t work 24/7, so your metrics shouldn’t assume you do.
Enhance customer communication
Have Desk do the work for you when your team has clocked off.
Out of hours support
Have an SLA with your top clients? Use business hours in the creation section of your trigger to escalate and notify agents about important tickets to ensure a prompt response.
Set realistic time frames
Include the business hours variable in your canned responses and auto-replies so customers know when your team will be able to address their request.
Let the ticket tell you the time
Instantly view the schedule associated with a ticket from the list view or ticket thread.