Flexible SLA Management for Phone and Multi-Step Processes

HubSpot Ideas
1

The current SLA system lacks flexibility for teams handling phone calls and complex workflows. We propose enhancing SLA management to address these challenges.

Use Case

Our team creates tickets for product/image amendments, often initiated by phone.

This leads to:

  1. Distorted “Time to First Reply” metrics when no written response is needed.
  2. Inaccurate SLA tracking during internal processes after phone interactions.

Proposed Features:

  1. Customizable Start Time: Allow manual setting of SLA countdown initiation.
  2. Pause/Resume Functionality: Enable pausing and resuming of SLA countdown.
  3. Edit Existing SLA: Allow modification of SLA settings on existing tickets.
  4. Conditional SLA Triggers: Set conditions for SLA countdown start.
  5. Phone Call Handling: Option to mark tickets as “Responded via Phone” to stop “Time to First Reply” SLA.
  6. Internal Workflow Status: Introduce status to pause customer-facing SLAs during internal processes.

Benefits:

  • Increased SLA management flexibility
  • Accurate response time representation
  • Better alignment with varied business processes
  • Improved customer satisfaction
  • More precise performance reporting
2

I agree this would be very helpful. Conditional SLA and phone call handling would be an especially helpful tool in Helpdesk. Great suggestion!

3

Hi !
I just discovered this topic and give you a +1 for those ideas. Our team is sometimes using phone call to solve our most complicated support requests and we would definitely love to have the Phone Call Handling: Option to mark tickets as “Responded via Phone” to stop “Time to First Reply” SLA