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Businesses that support customers across different time zones will require tickets to be assigned to specific agents in that particular time zone. This can be done in Freshdesk by defining business hours and assigning your support groups to respective zones.
First, you can define the business hours by following the below steps;
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Under Team, click on Business Hours.
Click on ‘Add business hours’ to configure the hours relevant to your business and ‘Save.’
Then you can assign different groups and the agents within them to function on specific business hours.
Navigate to Admin from the menu. Under Team, click on Groups.
Click on the group you’d like to assign a business hour
Under ‘General Settings’, in the ‘Business Hours’ dropdown, select the business hour to be assigned to this group and ‘Save’
For example, if you have two groups: Support - India, Support - USA, configure two business hours for each region and assign it to the corresponding groups.
You can also pick the assignment mode under ‘Group properties’ to assign the tickets to agents in a specific manner.
You can use the Round-Robin feature to assign tickets in the groups automatically.
Please reach out to email@example.com if you require further assistance.
Note: These configurations are available on the Pro and Enterprise plans (previously Estate and Forest plans.)