SLA

SLA rules work on "oldest unreplied message". This makes sense because that's how long the end customer has been waiting. But some use cases require it to work on "last unreplied message".

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount 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...

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...

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...

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...

Some customers have SLA only for the first message, we would need First Reply Time Goals specifically.

Hi, I would like to have the time left before warning or breach displayed based on business hours of our teammates. For example, if a message was received 5.04 pm CET - Our business hours 9.00 AM to 5.00 PM CET. Time left is already displayed whil...