Sharing a workflow in case it's useful. Our Client Services team supports clients across all US time zones, and we wanted to track SLAs on an 8 hour time frame.
What we built:
- 27 time zone inboxes across 12 teammate groups
- Custom fields (
Time Zone Inbox,CSM Backup) to drive routing without hardcoding names into rules - Mirror rules so conversations route to the right TZ inbox while staying visible in the team queue
Biggest lesson: drive routing off custom fields, not teammate names in rules. When someone changes territory, you update one field instead of editing dozens of rules.
