Set Company Office Hours

If you occasionally close up shop, then you'll likely want to set your company's Office Hours and take advantage of its many benefits. This article is all about Office Hours and how they can be used in Help Scout. 

In this article

Set Your Office Hours

Navigate to  Manage → Company, then select the Office Hours tab in the left sidebar. 

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

Office Hours are global for your account, so they'll be the same for all of your mailboxes. You can choose which mailboxes should use your office hours from the Mailboxes drop down menu. Click the blue Save button to save your changes. 

Office Hours and Reports

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

To filter your Email 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 Auto Replies

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 day starts.

  1. Click in to the mailbox you want to edit, then head to Mailbox Settings → Auto Reply.
  2. Set the Status switch to ON and check the box next to Only send outside of office hours

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