Emoji reactions and acknowledgement-only messages (e.g., "Thanks," "Thank you," "Got it") currently restart response SLAs even when no follow-up is required. This creates unnecessary SLA pressure, contributes to alert fatigue, and reduces confidence in SLA metrics. Please provide an option to prevent non-actionable customer responses from triggering a new SLA or allow administrators to configure which response types restart SLAs.
This framing focuses on SLA quality, productivity, and reporting accuracy, which typically resonates more strongly with both customers and product teams than focusing solely on agent frustration.