Managing Support Requests After Hours in Zendesk
How can I manage support requests during non-business hours in Zendesk?
To manage support requests during non-business hours in Zendesk, you need to set up a business hour schedule. This schedule helps inform customers about your availability and when they can expect a response. You can configure this in the Admin Center by specifying the days and hours you are available. When a request comes in outside these hours, a trigger can automatically notify the customer about your availability and direct them to self-service resources.
For example, if a customer sends an email during non-business hours, they can receive an automated email reply indicating when they can expect a response. This setup ensures that customer expectations are managed effectively, even when your team is not available 24/7. For more details, you can refer to the originalZendesk help article.
More related questions
What is the role of triggers in handling after-hours support requests in Zendesk?
Triggers play a crucial role in handling after-hours support requests in Zendesk by automating responses based on your business hour schedule. When a support request is received outside of your defined business hours, a trigger can automatically…
How do business hours affect different support channels in Zendesk?
Business hours in Zendesk affect different support channels by determining how and when automated responses are sent to customers. For instance, if a support request is received via email during non-business hours, an automated email reply can be…
Can Zendesk bots be used to handle support requests during non-business hours?
Yes, Zendesk bots can be used to handle support requests during non-business hours by providing automated replies to various types of inquiries. These bots can be configured to respond to customer queries when your team is unavailable, ensuring…
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