Set office hours
This is a lower priority one, but an idea I had none the less.
Allow us to specify office hours (Ex: Monday - Friday, 9AM-5PM EST) and display the status somewhere so people know we won't be responding after hours.
There could also be different messages on the site or in email to customers depending on whether their ticket was submitted outside of the office hours or not.
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1 Posted by Will on 27 Nov, 2008 10:07 AM
I actually thought up a similar idea. I haven't had a chance to speak to the ENTP crew about it in depth yet. Plus with response time estimates as a feature plan, it needs to not count against those hours.
Support Staff 2 Posted by Courtenay on 02 Dec, 2008 08:14 PM
We have a feature branch that involves live chat, so this feature would live in there as related functionality (online/offline).
3 Posted by Hugo Romano on 05 Dec, 2008 01:40 AM
+1 Office hours in our case are very important, sometimes customers believe that we are online 24/7. That emails have to be answered in a bang. So office hours helps the customers coming down to earth.
4 Posted by Galen on 04 Mar, 2009 02:59 AM
I like Matt's thinking here and would like to see something along those lines, too. Not top priority for me either, though.