Build SLA Views Around Customer Commitments
Help Scout now allows teams to build custom SLA views that go beyond first replies and resolutions, surfacing conversations based on SLA-specific urgency levels and custom filters to prioritize work accordingly.
Go further than first replies and resolutions. Build SLA views that reflect the next layer of urgency for your team.
Use SLA-specific filters to surface conversations that need a reply soon, are approaching resolution deadlines, or have already breached. For example, create a view for conversations due in the next hour so your team can stay ahead during busy periods, or isolate breached conversations to quickly recover.
Combine these filters with your existing views to create focused workflows that help your team prioritize the right work, at the right time, without manual sorting.
Learn more about SLAs here.
Source: original entry ↗
More from Help Scout
Follow Help Scout to get its new changes in your feed and email digest.
Conversation Sidebar Redesign for Better Customer Context
The Conversation Sidebar was redesigned to make customer context easier to access. Conversation details like status, assignee, SLA, Topics, and Sentiment are now displayed alongside customer information for quick reference.
Bring Company-Wide Support Into View
Help Scout now provides a unified view of all support conversations from a single company across multiple contacts, so teams can see the complete picture of issues including billing questions from Finance and product issues from other departments.
Support customers over text with Twilio SMS
Help Scout now integrates with Twilio to enable two-way SMS conversations. Users can connect their Twilio number and manage SMS exchanges directly from the shared inbox alongside email, chat, and social channels.