Answer Chat Requests After Hours - Frequently asked questions
Discover how to manage chat requests after hours in Zendesk's Agent Workspace. This page addresses common questions to help you efficiently handle after-hours support.
Frequently asked questions
How can I manually answer chat requests after hours in Zendesk?
To manually answer chat requests after hours in Zendesk, you need to assign them from the Unassigned tickets view. Once operating hours have ended, assigned routing stops assigning chats automatically. You can still manage these chats by manually…
What happens to chat requests in Zendesk after operating hours?
After operating hours, chat requests in Zendesk are no longer automatically assigned. Instead, they remain in the queue and can be found in the Unassigned tickets view. This means that while the system won't assign them to agents automatically, you…
Can I still serve chats in Zendesk after operating hours?
Yes, you can still serve chats in Zendesk after operating hours by manually assigning them. Once the operating hours have ended, the system stops automatically routing chats, but you can find these chats in the Unassigned tickets view. By manually…
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Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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Freecash
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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