Keeping track of aging conversations

Keeping track of aging conversations help your team live up to your customer support #squadgoals, and help your customers feel like they can trust you to get things done.

While we don’t have an official SLA feature in Help Scout, you can create something SLA-like using a combination of a few different features that we do offer, including Workflows and Report Views.

In this article

Workflows

1

Set up a time-based  Workflow based on the  Waiting Since condition: Waiting Since is longer than X hours (or days)

You can set up SLAs for all of your customers this way, or you can only set them for certain customers by  Tag or Custom Field values, like a VIP. 

2
Set the Workflow to the following Actions:
  • Add Tag > overdue 
  • Send Email Notification > Help Scout User > Current Assignee
  • Copy to Folder > Overdue Conversations

If you want to send a reminder email for team members getting close to SLAs, copy the workflow, and move up the time based Workflows by one hour. Edit the Actions to the following:

  • Add Tag near-due
  • Copy to Folder Near Due Conversations 

Tags and Folders

The Tag will give a visual indication in the mailbox which conversations are near or over the SLA timeframe, and the  custom folders will organize them in one easy to find place. You can use the Copy Workflow functionality to set these for different time frames to stack. 

Reports Views

When it comes to reporting against your SLAs,  Reports Views will help you pinpoint exactly how many conversations are brushing up against your SLAs, or if your team ever reach them. Here's how you can track key metrics on those: 

  • If you set your Reports Views to filter by your Near Due folder, you'll get all of your Reports through the lens of current conversations close to the SLA

  • If you set your Reports Views to filter by Overdue folder, you'll get all of your Reports through the lens of current conversations reaching the SLA

  • If you set your Reports Views to the tag overdue, you'll get your Reports through the lens of every conversation that has ever hit your SLAs

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