For some transparent organisations like ours, where ticket resolution delays are communicated upfront to customers, itβd be great to have the ability to display the SLA countdown on both the Messenger ticket and the ticket summary automatically sent to customers after each ticket update.
By putting this crucial info upfront on Customer Tickets weβd provide instant visibility to customers regarding expected resolution timeframe as well as avoid a substantial number of customer requests asking βhow long it will take you to resolve my ticket?β.
I suspect this small feature request might benefit many Intercom customers, what do you think? Eventually it could be set to hide / show on Customers Tickets, same as any other ticket related attribute.
UI example here below: