Improved: Turn off assignment and response times in Messenger
Customers who create a thread via the “New Request” button in Messenger can now track progress without seeing assignment or response times set. In the past, Messenger signaled that threads should be assigned within five minutes and responded to within three.
Your feedback is clear: Customers like you want to set ETAs that match what's best for your organization. This update lets you power support with a fluid chat experience without also setting hard-to-meet expectations.
You can access this setting by selecting the “Non-Live Chat” option from your customer's Messenger settings (Admin > Messenger > Settings).
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Available for all PSA integration customers and for all plans.