Manage user out of office hours for help desk

Super Admins and individual users can set out of office availability based on a user's timezone. When a user is out of office, their availability will be changed to Away and they will not be eligible for automatic assignment in help desk. 

Users can manually change their availability status on the user record page or help desk. When a user manually changes their status, it will be reflected across all of the experiences.

Set user out of office hours

To set user out of office hours: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Users & Teams.
• In the user table, click a user record.
• Click the Preferences tab. Then, in the left sidebar menu, click Working hours.
• Click the Timezone dropdown menu to select the correct user timezone. Then click Save.
• Under Out of office, click + Add dates. To set a a time period for when you will be out of office, click the date picker fields and select dates. Use the dropdown menus to select start and end times. To remove dates, click the delete delete icon.
• Click Save. 
• At the top of the user record, the user's availability status and working hours for the day will reflect the start and end date of the user’s out of office period.
  
  • To manually change the availability status, click the User status dropdown menu, then click Available or Away.
  • To edit the working hours, click Edit working hours.
  
  
  
  
  

  Manage availability status 

  At the beginning of a user's out of office, their availability status is automatically set to Away. At the end of a user's out of office, their availability status is automatically set to Available. Users can manually change their availability status before the end of their out of office period to reflect when they are Available. Doing so will prompt the user to confirm if they want to end their out of office block early or continue to be set as Away.

  To manually change your availability status, navigate to one of the following:

  • User record:
    
    • In your HubSpot account, click the settings settings icon in the top navigation bar.
    • In the left sidebar menu, navigate to Users & Teams.
  • In the user table, click a user record.
  • At the top of the user record, click the User status dropdown menu, then click Available or Away.
  • In the dialog box, click Yes, set myself as available. 
    
    
    
  • Help Desk:
    
    • In your HubSpot account, navigate to Workspaces > Help Desk.
    • In the bottom-left corner, toggle the switch on or off to change your availability status.
    • In the dialog box, click Yes, set myself as available.
      
  
  
  

Sync out of office calendar events with HubSpot 

If you're using HubSpot's calendar sync with Google or Outlook Calendar, you can automatically sync out of office events between your calendar and HubSpot. 

To sync out of office events between HubSpot and your Google or Outlook calendar: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Users & Teams.
• In the user table, click a user record.
• Click the Preferences tab. Then, in the left sidebar menu, click Working hours. 
• In the Out of office section, select the Sync out of office with your calendar checkbox. 

Once this setting is enabled, any newly created or edited out of office blocks on the user's calendar will automatically sync with HubSpot, and vice versa. This setting will also be used to determine the user's availability for automatic assignment.