I am setting up a process by which our Support team escalates an issue to another team - for example Engineering. I want to set up a First Response SLA with Engineering based on the priority of the ticket (P1 through P4). For example, if I have a ticket to escalate to Engineering, I will use the jira integration to attach the issue to a jira project and I will add 1 tags "EngESC" (the priority of the conversation is already in a conversation field). How would I capture (in a report) how long it takes Engineering to respond to the escalation after I have added the EngESC tag? Another option would be to create another Inbox called Engineering Escalations and physically move the ticket to that box, but again, I am still looking to report on how long it takes from the time I moved it to that box to the first time Engineering responds. If there is another way to do this, I would sincerely appreciate any suggestions.

We are using custom attributes to the conversations and we have created the priorities in the conversation data (also high, medium, low). So our SLAs are based on these and type of client (standard or premium) which is also taken from an attribute. For chat it's easy to setup as clients are selecting any of the options but for emails we are using key words and some of the conversations do not have any SLA or it's not the correct one. I would love to have the option to change the SLA as currently we can only remove it.

Hey @user386 👋 we follow a similar escalation process internally within our Support team, where technical queries would be manually reassigned to a Support Engineers inbox (after setting expectations with the customer).A way to track the response times to conversations in this inbox would be to filter your Responsiveness report, in Intercom, by Tag is EngESC and Team Assigned is (the name of your engineering inbox).

Looking for the best way to create and manage escalation SLAs (This is really an inbox AND reporting question).

Looking for the best way to create and manage escalation SLAs (This is really an inbox AND reporting question). | Community

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