Our multi-skilled teams need a better way of identifying the different types of conversations (chats, emails, tickets) that are showing up in their inbox.
- Some recommendations have included stronger visual indicators like different sections of the inbox being split up by conversation type or color-coding different conversation types.
- Alternatively, some teams have suggested having distinct notification sounds would also help.
This would allow our teams to more comfortably work on delayed channels like email and tickets without worrying that they’re accidentally leaving a live channel like chat or slack waiting and thus exceeding SLA.