If a ticket comes in after business hours, where should it go?

In a support context, particularly within organizations that operate across different time zones or have multiple offices, routing tickets based on business hours is crucial for maintaining timely responses. If a ticket comes in after business hours, directing it to an office, such as the Dublin office, that is operational at that time ensures that the ticket is addressed promptly without unnecessary delays.

This approach leverages the global presence of the company to ensure that customer needs are met continuously, avoiding the pitfalls of keeping customers waiting until the next business day. By sending tickets to another team or location that is available, the company demonstrates its commitment to providing efficient customer service, even outside regular hours.

The other options do not facilitate an effective resolution: a backup team may not be equipped for immediate assistance, routing it to the original source does not consider the need for resolution, and sending it to the closed tickets queue fails to address the issue.