Ability to schedule out holiday and non-standard office hours
complete
N
Nicholas Kontogonis
We would like the ability to add our holidays to our office hours
original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays
S
Spencer Wong
updated the status to
complete
Holiday and Custom Closures have now been completed and available to set from your workspace settings.
Release details here:
https://getthread.canny.io/changelog/holiday-and-custom-closures
S
Spencer Wong
Merged in a post:
PSA Hours and Holidays
V
Virginia Deyoreo
Can we please get the option to configure our messenger hours to follow what is set within PSA (Connectwise)? Specifically, holidays, are an issue for us. I have read the documentation around building a flow but this requires manual intervention every year. I can't imagine the Connectwise API can't grab the business hours and holidays set at the global level.
S
Spencer Wong
updated the status to
complete
Holiday and Custom Closures have now been completed and available to set from your workspace settings.
Release details here:
B
Bas Kraan
I have the same need, but in our case it’s for Autotask PSA.
M
Mark Marquez
Since the Triage Agent can read in the business hours, so that it can adjust its behavior based on that -- it would be really nice to see this implemented for Holiday Hours as well.
Also, it would be nice to see this "out of office" banner message appear in Messenger for holidays as well
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R
Ricky Balmaceda
Merged in a post:
After hours Chats should act differently
T
Tyler Mack
There should not be a swarm, and customers through Teams or Slack should get notified.
Autopilot
Merged in a post:
Actions for chats created outside of chat hours.
A
Albert Lotito
It would be interesting to have a messenger response flow (to the client), for chats created after hours.
As it stands today: the client is told that chat is closed and then the incident sits till the next shift, making for extreme outliers in response time (i.e. 16 hours vs 3 minutes).
I would be interesting for a 'bot' to respond, like below:
BOT: Chat is closed currently. Would you like me to forward the ticket to the helpdesk for normal processing?
Client:
"Yes": move the ticket to the appropriate board (or equivalent in your systems) and set an appropriate status. I my case I could move the ticket to Board = 'GTS- Team Purple', status = 'Received'
BOT: Your request has been moved to the help desk. Thank you for your understanding... blah blah blah'
"No"
Bot: "Since Chat is currently closed, we will close this request and ask that you check back during normal chat hours or call out support number or email our support team. etc. etc. etc."
Mark ticket as closed
Drew Kenton
Our triage bot is sending things to our on-call folks on a holiday that normally wouldn’t go to on-call, because when we are on-call, the triage bot is always marked as “off work.” Can we get an option to set holidays for the robot?
J
Jason Bristow
Just onboarding right now and we would like to have the ability to have a holiday set. Or ideally, if we could use the holiday set in Autotask that would be great.
A
Albert Lotito
ALSO: An option is that if a client enters a chat after hours, they are told that chat is closed, and no ticket is created.
A
Albert Lotito
P.S. in the case that the client agrees to move the ticket confirm email and phone number.
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