The 'Messaging tickets created outside of business hours' metric helps you track tickets that are created when your agents are not available. This can be useful for understanding customer activity and demand outside of your regular business hours.
By using this metric, you can generate reports to analyze how many tickets are being created when your team is off-duty. This information can be valuable for resource planning and ensuring that you have the right support coverage for your customers. For more information, see the article onMetrics and attributes for Zendesk messaging.
No, you cannot set business hours for social messaging channels in Zendesk. Social messaging is designed to be always on, unlike live chat, which can be restricted to specific hours. However, you can manage customer expectations by setting up an…
You can inform customers of your business hours on social messaging by setting up an auto-responder. This feature automatically sends a message to customers, letting them know when your agents are available. While social messaging channels in…