Help Desk Work Schedule – Optimize Support Process with Work Hours

Last Updated: April 6, 2021

Customers expect support round the clock, but your help desk staff can’t work 24/7. So how do you pull off delivering 24/7 support during their off-hours? HappyFox Help Desk has a Work Schedule feature that helps you clearly define the work timings of your support team and help them work across different time zones.

What are Work Schedules?

The hours of operation of a customer support professional i.e., the hours during which they take calls, reply to emails, etc., is a Work Schedule. You can have more than one Work Schedule configured based on how your team is set.

How to set up a Work Schedule in HappyFox Help Desk?

Setting up a Work Schedule in HappyFox Help Desk is a simple process. All you need to do is to fix the work hours of your support team. You can also add a list of holidays to the work schedule, and the system would recognize that as non-working hours. 

Watch this video for a step-by-step walkthrough on Work Schedules.

Use cases of Work Schedules

Case #1-: Your support team is spread across two continents; how do you get the Service Level Agreement (SLA) working in such a scenario?

You can set up two Work Schedules with different time zones. Then link them to the SLA module in HappyFox. The system makes sure that the response and resolution times are calculated by incorporating work schedules. After all, nobody wants the SLA timers ticking in the help desk during their non-working hours.

Case #2-: It’s night time, and a support request comes into your Help Desk, and you want to send out an Out of Office email.

The solution to this use-case is a two-step process. Firstly you need to set up the Work Schedule for non-working hours. Then, using Smart Rules in HappyFox Help Desk, you can trigger an Out of Office email to your customers. 

Case #3-: A support inquiry comes in the US Work Hour, and you want the ticket to route to the US Technical Support staff automatically.

With Work Schedule as an integrated part in HappyFox Help Desk, you can reply to and route incoming support requests automatically based on when they were received – within or outside of your business hours. For the given use-case, you can set the assignee as a US team member via Smart Rule if the ticket arrives during US Work Hours.

These were some common use-cases of using Work Schedules in a Help Desk. Do you have more questions or use-cases that HappyFox Help Desk can solve? Get in touch with our product experts for a one-on-one demo to serve your needs.