Herodesk’s Got Your BackSee the release

Busyness report

Free on every plan

Staff for when it actually happens.

Peak hours for conversations and messages, plotted as hour-by-weekday heatmaps of new conversations, messages received and messages sent. Plan cover around real demand.

The problem

Cover built on assumptions

Most rotas are designed around office hours and a hunch. Meanwhile the real peak is Sunday evening, and the queue that builds there takes until Tuesday to clear.

  • Everyone at lunch during the busiest hour of the day
  • Live chat unstaffed exactly when visitors are browsing
  • Monday backlogs that were created on Saturday
  • Opening hours set by convention rather than demand

Why teams love it

Put people where the work is

Knowing your peaks is the difference between feeling understaffed and actually being understaffed.

Find the real peaks
A heatmap by hour and weekday shows exactly when demand arrives, not when you assumed it did.
Plan breaks around it
Stagger lunches and shifts so the busiest hour is never the least covered one.
Set honest chat hours
Use real demand to decide when live chat should be available and when to show an offline message.
Justify the rota
Evening or weekend cover is much easier to argue for with a heatmap than with an opinion.

What’s inside

Three heatmaps and your peaks

Demand broken down by hour and weekday, from three angles.

Peak hours identified
The report calls out your busiest hours for conversations and messages directly.
New conversations heatmap
When conversations start, by hour and weekday: the demand that needs a first response.
Messages received heatmap
When customers write, including replies into existing conversations.
Messages sent heatmap
When your team actually responds, which shows whether cover matches demand.
Filter by date and inbox
Look at a season, a campaign period, or a single channel on its own.
Pairs with chat opening hours
Use the findings to set opening hours that reflect when people are really there.

Pricing

Free on every plan

Free, on every plan

The busyness report is part of every Herodesk plan, including Free.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Give your team time back

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Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story