I must admit to being a little confused. We are using the inbox for customer support, but via tickets with various pipeline stages, automation, workflows, priorities, templates, and snippets. All is fine, and it's a mature set of processes.
We have been working on SLA metrics for internal and external customer service reporting, and I have set time-to-close and time-to-first-response metrics and SLA hours.
There appear to be some limitations to this in Inbox that are available in Helpdesk, which seems to be a fairly new addition to the package.
Has anyone migrated from inbox and tickets to Helpdesk? It isn't something that appears can be done easily, and I wondered what the pros and cons were?
