HI! What is the best way for a team with multiple supervisors to manage SLA Breaches? Should we subscribe all supervisors to those emails once the SLA tag/rule is trigger? Should we create views instead based on certain inboxes? Or should we create customer inbox fields for Inbox owner/supervisor and set up a rule to send SLA breaches to only inbox owner ?
Question
Organizing SLA Breaches
Hi there,
Beyker from Front’s support team here.
The best way to handle SLA Breaches depends on your team’s way of working. So there’s no right answer here. However, these are a few insights about the options you’re presenting:
- Subscribing all supervisors to SLA breach emails ensures everyone is informed, but might lead to notification overload.
- Creating views filtered by inboxes or SLA tags can help supervisors focus on their relevant breaches.
- Using custom inbox fields for Inbox Owner/Supervisor and setting rules to notify only the relevant supervisor can streamline notifications and reduce noise. However, the initial setup is more complex.
If you’d like to explore and find the best option for your team’s needs, feel free to submit a Support Ticket, and we’ll be happy to help you with this.
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