What is the best way to go about different time zones in the same company?

Question

At my company we have a group of several people working in different time zones. I would like to know how I can automate a response timer that would work for everyone individually without having to automate a separate rules for each member?

cat_apac · Accepted Answer

Hi there! Cat here from the Front support team 🌻

I would recommend applying Shifts: https://help.front.com/en/articles/2246

Most of the time-based metrics in Front’s Analytics reports take business hours and shifts into account, so if teammates have shifts applied to them that reflect their local timezone then this will be considered in the metrics 🗺

Our Help Center guides for each metric explain whether business hours and shifts are taken into consideration, for example on the Reply time definition: https://help.front.com/en/articles/2294

Cheers,
Cat

chelsea · Answer

I’m curious how this works with employees who don’t have set schedules and work across different time zones. Our Customer Success Managers have flexible scheduling and work business hours that are best for them. Should we align the business hours to match our Support team, or are there any recommendations for the variance?

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