It is must to have SLA reporting based on customers attributes, company name and etc.
How in different way check hit rate for customers, specially if you have agreements with customers.
SLA is agreement between supplier(support) and customer, no way to filter base on it it is nonsense.
This seems like it would benefit many people as so many companies require to give this information to customers. Companies have to report to their certain customers on metrics like this so they know they are meeting the agreements to their support plan. Seems like something that is pretty standard across different support teams across industries.
I’d like to reiterate the need to have this feature added. It’s necessary for our organisation to be able to report on SLA adherence per company.
It’s not uncommon for us to receive requests from customers about our SLA hit/miss rate across their support tickets, and we have no reliable way to do so without the ability to filter by company (and by extension, things like region/country).
Please, can we prioritise this? If Intercom want to take the Enterprise space seriously, this is a non-negotiable.
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