A
Aidan Gangitano
Not to be rude, I love SLA's, just hoping to catch some Dev's attention.
These 3 below items are critical to be useful for the majority of business owners here who utilize this CRM.
  1. Option for SLA's to only count during business hours. (MOST IMPORTANT)
(SLA reply times are inaccurate. They allow weekends, nights and holidays to artificially increase reply time averages SIGNIFICANTLY). This alone renders these useless.
  1. Opition for SMS SLA's to stop after completed phone call.
As communications would have been handled via phone call, there is no need to keep the clock running for reply times. Currently, only Phone Call SLA's are reset by calls.
There needs to be an option for SMS SLA to be overridden by a completed phone call.
  1. Optional for marking as read to dismiss all SLA's.
Example: If User says thank you, and the Contact replies thank you, it would be odd for User to reply saying "Thank you" for 2nd time. So instead, User marks conversation as read, to avoid showing an "unread" message in inbox.
It would be logical to have SLA stopped since conversation has been ended.
Please add all 3 of these functions and I feel this function would be actually accurate and extremely useful for us all.