Hello folks!
We’ve introduced some new enhancements to the SLA module in your Freshdesk. They’ve gotten a new look as well!
Here’s a short summary of the updates
-You get notified right within Freshdesk for SLA reminders and escalations. No one from your team needs to check their email inboxes for updates anymore :)
-You can now have SLA policies apply to a segment of customer or companies
-While setting up reminders, Freshdesk warns you if the time to remind agents is higher than the SLA target
-Setting up a precise SLA target is now straightforward :)
We'll be moving all Freshdesk accounts to the new SLAs in the next two weeks. All the configurations you've made in your account will stay as is.
Some of the features here, like SLA reminders and escalations and customer segments, are available from the Estate plan on Freshdesk. If you need help with your plan, just fill out this form and we’ll have your Customer Success manager help you out 