Lucas Almeida

Hello, thank you for your feedback.

Our customers frequently use our help center, particularly for consulting documentation and performing self-service when opening tickets. However, when they open a ticket, they lack visibility of the response SLA, meaning they are unaware of the estimated time for our response, according to the SLA. We need to find a way to make this information available, as it would improve communication with our customers by providing them with clarity about the response time.

Hello, thank you for your feedback.

Nossos clientes frequentemente usam nossa central de ajuda, particularmente para consultar documentação e executar autoatendimento ao abrir tickets. No entanto, quando abrem um ticket, eles não têm visibilidade do SLA de resposta, o que significa que não sabem o tempo estimado para nossa resposta, de acordo com o SLA. Precisamos encontrar uma maneira de disponibilizar essas informações, pois isso melhoraria a comunicação com nossos clientes, fornecendo a eles clareza sobre o tempo de resposta.

I need to enable the SLA so that customers can see it in the help center

Hi

We recently enabled the use of Generative AI EAP in our account, and we started the BOT settings with AI, we tried some tests and noticed that the intentions response generation tab was not enabled, is this a bug or lack of activation of this tab?