Setting your company Office Hours

Everybody might be working for the weekends, but not everybody’s working on the weekends. If you occasionally close up shop, then you'll probably want to set your company's Office Hours and reap the handy benefits. You can set them in Company Settings.

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How to set your Office Hours

You can set up your Office Hours by heading to  Manage → Company, and selecting the Office Hours tab in the left sidebar.

Turn the Status switch to ON, and enter your hours of operation for each day of the week your business is open and fielding customer requests. Check the Office Closed checkbox for the days that your business is closed.

Set your Office Hours across all mailboxes in Help Scout, or only apply to select mailboxes. Since Office Hours are global per account, not per mailbox, you cannot set different Office Hours for each mailbox, but you can choose which mailboxes your Office Hours apply to. Once your Office Hours are entered, press Save to set them.

Office Hours and Reports

Using Office Hours to filter the Productivity Report will help you gain more accurate insights into how quickly your team responds to your customers' requests while business is in session.  

To filter your Productivity Report by Office Hours, check the Office Hours checkbox at the top right corner of the Response Time metrics, right below the main productivity chart. The Response Time metrics update instantly.

Office Hours and your Auto Reply

Setting your Auto Reply to send only outside of Office Hours is a nice way to let your customers know that while you may be closed for now, you’ll be be back and ready to respond once your business is back in session.

You can find the option to set your Auto Reply to send outside of Office Hours in the Auto Reply Settings: Mailbox Settings → Auto Reply.

Set the Status switch to ON and check the box next to Only send outside of office hours. If you haven't already, there’s a link directly from the Auto Reply to the Company Settings to set your Office Hours.

Compose your message, Save, and acknowledge your customer requests even though you're out for the day.

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