Hiver Updates — SLA for Shared Mailbox, Hiver My Settings page, Shared Mailbox Analytics for Tags and User details and more.
We’ve been hard at work, adding more features and enhancing Hiver. Please take a look at what kept us busy this month.
1. Service Level Agreements for Shared Mailbox
Support teams can now create automations based on the SLA signed with their customers. Using Hiver you can create SLA policies on Shared Mailboxes which will automatically notify the Support team by highlighting the email that violates any SLA condition.
The SLA policies should always be specific to a Shared Mailbox. You can create multiple SLA policies for a Shared Mailbox as long as the conditions are unique. The trigger for SLA violation will depend upon either or both of First Response Time and Resolution Time. You can also mention the set of users who will be notified when a SLA policy is violated.
Here is more on the SLA for Shared Mailboxes.
2. Send and Action
While replying to emails from your Shared Mailboxes, the ‘Send & Close’ button now gives you options to change the state of the email to ‘pending’ or ‘closed’, and also ‘unassign’ the email while closing it.
We also support Send and Action button inside the Gmail’s pop out reply window.
Here is more on the Send and Action feature.
3. My Settings Page
The access and functions provided within the My Settings page has been changed.
Here’s how you can access My Settings now
Users can now change their basic settings as well as access the list of Shared Labels which are shared with them. Users can also allow/ deny access to Shared Labels to themselves through this page.
Here is more on the My Settings Page.
3. Updated Shared Mailbox Analytics
Addition of Tags header : Hiver now lets you see how tags for shared mailboxes are being used. This is available as a section in the Shared Mailbox analytics.
Enhanced User Details : In the ‘Users’ tab in the Analytics section, you can click on any user name and view details.
Here is more on analytics for a Shared Mailbox.
To know what’s coming next, check out our product roadmap!
We’d love to know what you think. We’re at support@hiverhq.com.
