Tickets: SLAs in business hours, reopening, automatic tickets and a page for every ticket

A thorough pass over Tickets, so the numbers mean what they say and tickets fit into the rest of your CRM.

SLAs you can hold people to

• Each priority now has two targets: first reply and resolution, set in the new Settings ▸ Tickets & SLAs.
• Targets can be counted in your business hours.
• The clock pauses while a ticket is Pending (and, if you choose, On hold).
• Only a real reply counts as a first response. Changing the status no longer does.
• A ticket raised from a conversation starts its clock when the customer started waiting, and an earlier reply counts.
• The owner is warned before a target is due. A breach tells the owner, the mailbox managers and your escalation list.

Tickets and conversations stay in step

They share one owner. Solving a ticket closes its conversation, and closing the conversation solves it. A customer reply reopens a solved ticket within the reopen window, or starts a linked follow-up ticket after it. Mailboxes can raise tickets automatically.

Satisfaction surveys

The survey link now opens a confirm page, so mail scanners can't rate on the customer's behalf. Surveys only go out when someone replied, and low scores come back to the team.

Everywhere else

• Every ticket has its own page with history, the conversation and follow-ups.
• The Tickets list has views, search, filters, sorting and paging.
• Tickets appear on the contact's timeline and in reports, scoped to the mailboxes you can see.
• New flow triggers and Create ticket / Update ticket steps.
• Tickets over the REST API, and more ticket tools for the assistant.
• Ticket numbers no longer skip, and two people can't raise duplicate tickets on one conversation.