Off-Hours support

Overview

The HelpDesk + Slack integration enhances support accessibility by allowing users to create tickets, receive automated responses, and access knowledge base articles directly within Slack, even during non-business hours.

  • Off-hours support is available only on support channels.

  • You can set off hours behavior per channel.

  • You can specify on-hours (working day) times and days.

  • You can specify different ticket creation behaviors between both on and off-hours.

  • You can set a default auto-responder message to display regardless of on/off hours settings.

 

 

How to configure

  1. Type /helpdesk configure in your support channel.

  2. Click Configure to access that channel's settings.

  3. Click the settings button near Off Hours Support.

  4. Click the checkbox to enable off-hours support.

  5. Set your team's working hours, time zone, and days. Off-hours support is active outside of these times/days.

  1. You can add the message you want to send to your users.

  2. (Optional) Configure support channel options for off-hours mode.

Off Hours config

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