Tracking service emails and creating SLA's

[PositivePlanet]

Hi

I am looking for suggestions as to the best way to monitor email conversations between our customer support team and clients. I want to set up SLA's and reporting to ensure that we respond to clients in a timely manner. Email conversations currently take place directly between a client and an agents (personal) work email rather than a centralised email. 

[danmoyle · Accepted solution]

Hi @PositivePlanet. Here are a couple of resources that will help. In HubSpot, you can have a team inbox like you'r elooking for, and there's a new feature for setting SLAs between teams. 

• Set up the conversations inbox 
• Set SLAs in the inbox 

Hopefully that helps!