SLAs: Notifications, flows, and automations
under review
R
Ricky Balmaceda
Merged in a post:
Add SLA-based automated message for agents
R
Ruth Ochoa
It would be great if our bot/agent could automatically send a message to customers once the SLA timer reaches 5 minutes. The message should let them know that a tech is not currently available, provide the option to call if it’s urgent, and also give them the ability to book time with someone.
This would help improve customer communication during high-traffic periods.
R
Ricky Balmaceda
Merged in a post:
“Copilot Nag”: ability to alert and notify techs when response times don’t meet the SLA for its priority, escalate it to managers
D
Dereck Radford
Adding priority scores to threads helps techs distinguish which threads they should respond to first. Priority scores are typically associated with an SLA response commitment: "P1s have a response time of 15 minutes and a 1 hour resolution".
Pod leads, managers, and MSP owners want to make sure that their SLA response times are being met and, if they aren't, alert and notify techs into action.
Feedback: can we alert a tech that they need to respond, and can we escalate a ticket to managers, if the SLA has not been met?
A
Amine Elkinani
under review
C
Charlie Austin
Any status update on when this can be expected?
A
Anthony McMillian
Using the SWARM feature to highlight expiring SLAs would be awesome.
M
Marc Rosa
in progress
Missed SLAs will be a thing of the past: in a product update later this quarter, Inbox users will be able to see both response and resolution SLAs for a given thread - and respond in a timely manner.
Stay tuned for future updates and an upcoming release - thanks all.
M
Mark Alayev
planned
We are working on a new internal engine that will be able to fire events when SLAs are violated. This is a bit of a heavy lift but we are working towards it.