Hit your resolution time targets with new SLA updates 🎉

SLAs now work for both conversations and customer tickets!

We've also made a bunch of SLA improvements that will help you and your team hit response and resolution time targets:

• New resolution metrics: You can now track ‘time to resolve’ SLA metrics for tickets and ‘time to close’ SLA metrics for conversations and tickets.

• Pausing SLAs: SLAs can now be paused on two states, ‘snoozed’ and ‘waiting on customer’, for more accurate timers and reporting.

• Overriding SLAs: You can now override an existing SLA and replace it with a new one using workflows.

We've also improved the visibility of all these new metrics in the Inbox and SLAs reporting, including custom reports!
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