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Feature Request - Different Auto-Responses based on buisness hours


#1

Hello,

I was wondering if in the next release we could have the ability for an automated response to be send to the customer if a ticket was created or updated outside of the set business hours (Admin -> Settings -> Business Hours).

For example, Our help desk is only actively manned from 9am - 5:30 EST M-F, and we have engineers take turns for after hours support. It would be nice if there were a setting that would allow me to create a canned-response telling the client that if the matter is urgent, please call the support line and leave a message for the on-call engineer otherwise the issue will be responded to the next business day.

Right now, I can do this with an automated task and a couple of windows scheduled tasks. But it would be nice to have this built into HelpSpot.


#2

Yes, the way you mention would be the way currently. We’ll consider something like this for a future release though.


#3

Was this feature ever deployed? I’m searching through the Help system and can’t see any related updates. Actually, I can’t find many details attached to “business hours” at all.


#4

This can be done but in a way that’s a bit different than you might think. Triggers have an option that says if they run all the time, inside business hours, or outside business hours.

You could create a trigger that works for new requests outside business hours and sends the email in a customer reply action.

You’ll want to have your business hours set in admin-settings-business hours.


#5

I see your solution. What about the “automated” e-mails that go out when a request is created? The “Request Created by Portal Form” one. While we could send a 2nd e-mail to our customers, it would be nice to not be so spammy. :slight_smile:


#6

Sure, just turn those off in Admin-settings-portal-Portal Request Form Auto Reply