Hi everyone,
I'm interested in hearing how other teams manage SLA tracking when supporting customers across multiple inboxes.
Our team handles conversations from several channels, and one challenge we've been running into is maintaining consistent response times while balancing workload between team members. We've been exploring different approaches using rules, assignments, and tags, but we're still trying to find the most effective setup.
A few questions for those who have already solved this:
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Do you track SLAs separately for different inboxes or use one standard across all customer communications?
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How are you handling reassignment when someone is unavailable or overloaded?
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Are there any Front automations you've found particularly useful for preventing conversations from falling through the cracks?
I'd love to learn about any workflows, reporting setups, or best practices that have worked well for your team.
Thanks in advance!