SLA

Problem SLA rules only measure time since the oldest unreplied message, which does not fit workflows where the last customer message is more relevant than the first. Request Add an option for SLA rules to trigger based on the last unreplied messag...

Problem SLA warnings show only rounded time remaining, making the exact breach deadline unclear. Request Display exact time remaining before SLA breach, either via hover tooltip or directly visible without hover.

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound...

Problem Setting different reply time goals for different customer segments or ticket severity levels requires many separate rules, increasing admin overhead for maintenance and monitoring. Request Add reply time goal configuration as a node type i...

Problem SLA rules currently apply at the conversation level, limiting control over which specific messages trigger SLA timers. Request Enable SLA rules to target individual messages rather than entire conversations, allowing more precise control o...

Problem SLAs can be incorrectly applied or inappropriate (e.g., internal emails, OOO replies, onboarding tuning, invalid contacts). Request Allow manually removing or overriding SLAs, preferably with elevated permission controls.

Problem SLA warning icons change to red at a fixed time threshold (the final quarter of the SLA window), regardless of how a team has configured priority levels — causing teammates to treat the wrong conversations as most urgent. Request Allow adm...

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

Problem When waiting for customer input, the SLA timer continues running even though the delay isn't due to internal work. Request Pause SLA timers when in a waiting status, so contracted SLA response times exclude customer wait periods.

Problem SLA warnings are applied to conversations but in long threads with multiple back-and-forths, users cannot quickly identify which specific message the warning applies to. Request Display SLA warnings at the message level with a visual indic...