Discover the power of efficient team scheduling and enhanced customer service with HubSpot's latest feature, User Working Hours for Inbox and Help Desk. This blog post, will explore what this feature entails, why it's crucial for effective team management, and how it can benefit users and administrators.
What is It?
User Working Hours is a new functionality that allows admins and individual users to set their weekly working hours based on their specific time zone. This feature is especially beneficial for globally distributed teams working across multiple time zones. When users are outside of their designated working hours, their availability status will automatically switch to Away, ensuring they won't be assigned new conversations or tickets during non-working hours.
How It Works
Setting User Working Hours:
- Navigate to Settings > Users & Teams > User record.
- In the Preferences tab, go to the Working Hours sub-tab to set individual working hours and time zone.
Today's Working Hours and Availability Status:
Users can view their current working hours and real-time availability status at the top of their user record page.
For Inbox and Help Desk Assignment:
- At the start of a user's working hours, their availability status is automatically set to Available.
- At the end of a user's working hours, their availability status switches to Away.
- Users can manually adjust their availability status throughout the day (e.g., for breaks, lunch, training) on their user record page or directly within Inbox or Help Desk.
Viewing Availability Status for All Service Users:
Inbox and Help Desk users with Availability Management permission can view the availability status of their service users on the Availability Management page, accessible under the Tools section in Settings.
Why it Matters
Assigning conversations or tickets to team members outside of their working hours can lead to delays, decreased productivity, and potentially dissatisfied customers. With User Working Hours, users and admins can proactively manage team availability, improve customer outcomes, and enhance overall employee satisfaction and retention.
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