Over the next few quarters we'll be working on a range of improvements to our SLA feature set. We'd love to learn more about what you need, and where we should focus our efforts.
Our SLA feature set works for some customer facing use cases, but less well for any internal ones. It's also not consistent and available in all channels (e.g. Chat/Messaging). There's also no way to get notifications in real-time or in-product.
Our questions for you:
What works well today with the SLA feature?
What limitations do you hit while using it?
- What do you wish it would do differently for you? Why?
What is the impact on your business?
How to help:
Please let us know your thoughts in the comments below. This post will remain open for one month, at which point we’ll close it and incorporate our findings here into the rest of our research.
We are also interested in having a 1:1 conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.