SLAs Now Support Next Response Time Goals
Help Scout expanded its SLA capabilities to include Next Response Time (NRT) goals, allowing teams to track and manage response intervals beyond just first response and final resolution times.
We introduced SLAs to help teams manage first response and final resolution times directly in Help Scout. Now, we’re expanding that support with Next Response Time (NRT) goals.
NRT helps you track follow-up responsiveness between the first reply and final resolution. Each time a customer replies, the SLA timer starts again so you can measure how long customers are waiting throughout the conversation, not just at the beginning or end.
For example, if a customer follows up with another question after a teammate’s response, Help Scout will track how long it takes for the next reply to happen, helping your team avoid long gaps between responses.
NRT compliance is also included in SLA reporting, giving you a clearer picture of responsiveness across the full conversation experience.
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.