Hi Guys! Today i want to share with you guys some pain that i have by using intercom since 2023. The SLA functionallity is confuse/or buggy, i really dont understand how this works. If you set some SLA by 10 days for resolution, for example, when you apply on a ticket, you ll see that the SLA of resolution is showing 30 days, Thats really crazy. And i think the worst part is, YOU CANT DELETE, OR EDIT AN SLA. Yes. Vou will be aways with this impacting all your workcpace, appearing in reports and others stuffs.
My concept is simple: give to users a way to edit an old SLA, and also delete completly is they need. Also, think in a way to instruct the users how to set their sla s correctly.
It makes sense to anyone? I hope yes.
