Blocked Users
Your support operations can be tailored with business hours, which define the times your team is officially available. You can create profiles such as “General Business Hours,” assign them to specific teams, and select the appropriate time zone. Business hours can be the same for all days or customized for each day of the week. Customers who raise queries outside of business hours can be notified automatically, either every time they submit a ticket or just once per ticket. You can also customise the message they receive, making your availability clear and setting the right expectations.
How to set it up?
This page helps you set and manage business hours for your support team. Business hours define when agents are expected to be available and when customer support is active.
- The table lists existing business hour profiles.
- Name: The title of the business hour setting (e.g., General business hours).
- Description: A short explanation of what the profile represents.
- Associated Teams: Shows which team(s) are linked to this schedule (e.g., test team, sales or tech team).
- Actions: You can edit a business hour profile by clicking Edit.
When you click + Add New, a popup appears to let you create a new set of business hours.
- Name → Enter a title for the schedule (e.g., “Weekend Hours” or “Holiday Support”).
- Description → Add details about the schedule for clarity (e.g., “Support team available only on weekends, 10 AM – 4 PM”).
- Cancel → Close the popup without saving.
- Create → Save and add the new business hour profile.
Manage Blocked Users
Manage blocked users across all channels to control interactions, prevent spam, and ensure a seamless support experience.