Currently, SLA countdowns display as rounded months, rounded days (if <1 month left), rounded hours (only if <1 day left), or rounded minutes (only if <1 hour left). We’d like for a way to customize, toggle, or even hover over the countdowns for a more granular understanding of how much time we have left.
For example, a teammate might have multiple tickets in their inbox that display a “1 day” SLA countdown. However, it’s hard to tell how much more time (in hours) one ticket has left over another.
On a similar vein, it’d be helpful if we could customize when the SLA countdowns turn yellow/orange to signal a nearing deadline (currently changes at the 5 minute mark). Teams working on more complex user communications might need closer to 10-15 minutes to prep an intermediate touchpoint.
