SLA outside of conversation inbox

[Shay_B]

Hey folks, hoping someone can help.

I set up a first time response SLA for the conversation inbox, which is tied a generic support email alias. However, often times the support team will respond from their individual emails or directly on the ticket. When that happens, the SLA functionality doesn't "count" that response.
Is there any way I can allow the team to respond on ticket records or their personal inbox and still track to their first time response SLA? 

some sort of custom code wizardry that would mark the conversation record as replied to or something? 

[Shay_B · Accepted solution]

ideas hub link.

[Whathcock]

Just gave it an upvote!

[Shay_B]

I was hoping replying at least from within hubspot (just on the ticket instead of the conversation inbox) would have worked; sometimes you need to go to the ticket for additional context. Not sure why this would have been built this way... Why would anyone care if a customer was replied from the conversation inbox or elsewhere so long as they've received a response? Anyway, sure I'll post to the ideas forum

[Whathcock]

Hi @Shay_B ,

Per this article from HubSpot SLAs will only be updated by replies sent via a connected team inbox. Replying from a personal inbox or outside of HubSpot will not affect ticket SLAs. 

I suggest adding this idea to the HubSpot ideas forum, and if you link your post here, I'd be happy to give it an upvote. This is where HubSpot sources ideas for feature updates and releases.

Whitney