Send during support hours lets you write a reply now and have it actually go out the moment your team is next available, instead of at 2am. It only appears once support hours are configured and you’re currently outside them.
Before you start
Set up support hours first: Settings → Tickets → Availability (see “Set your support hours (availability)”). Scheduled send only ever appears when support hours are turned on, it’s currently outside them, and there’s an actual future opening on the schedule — a schedule with no working days configured won’t offer it.
Queue a reply
- Open an Open ticket and keep Reply selected in the composer toggle (not Note).
- Write your reply — and attach files if needed — exactly as you would for a normal send.
- Click the caret next to Send to open the dropdown.
- Click Send during support hours, alongside Send + Close ticket and Snooze until tomorrow.
- The reply is queued, not sent — the message box clears and the ticket moves to Later, exactly as a normal reply would.
Managing a queued reply
A queued reply shows in the thread as a distinct “Scheduled” bubble.
- Click the “Sends {date/time}” text to change when it goes out — pick a new date and time in the field that appears, then click Save (or Cancel to leave it as is).
- Click Edit to load its text back into the composer so you can rewrite it — this removes the queued copy, so send or reschedule it again once you’re done editing.
- Click Delete to cancel it outright. No message is ever sent.
- At the scheduled time, a background worker sends it as a normal agent reply — you don’t need to be online for it to go out.
When it can’t send as planned
If the ticket gets closed, or another agent reply already went out, before the scheduled time arrives, the bubble is held instead of sent — it shows “Needs attention” with a note explaining why (“This didn’t send because the ticket was closed” or “…because someone already replied”). From a held bubble you can click Send now, Edit, or Delete.
One more difference from a normal reply: a scheduled reply skips the outbound-translation preview panel — if your workspace has ticket translation on, it’s applied automatically the moment the reply actually sends.