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How does everyone set up their intercom inboxes and assignment rules when you have to support customers in different time zones? We are trying to assign tickets to our support folks from customers ONLY during the times we are 'contractually' obliged to

 

For example, if a customer is located in APAC and opens a ticket during non-APAC hours, we want that ticket to 'stay' in the inbox and get assigned to anyone. However, we want the other inboxes to still auto-assign tickets to people who are 'active.' Is this possible? We don't have dedicated team members for each inbox, but the same team works on multiple inboxes.

Hi @monish​ 

 

As far as I know, you can't configure the settings to act in this way

 

You could do this in the Inbox rules, although you'd need a couple, along with discrete Office Hours for each team/region and Regions setup for your customers. With those in place, you could set up a rule for each region, where it would only assign it if the email/chat comes through during those hours, e.g.:

Inbox rule screenshot with settings created to route tickets only within office hours.You might also want to have a clean-up rule if they've not received a reply for "x" hours/days. Although that may be too long and you might want to manually review the queue at the beginning of each regional shift though.

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Late to the party here, but I reviewed this solution as we have the same issue. The solution doesn’t work. Assigning the conversation to a specific team doesn’t resolve the issue with conversations being assigned to team members out of Team Office Hours when you have team members working in multiple Team Inboxes.

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