Question: In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket and/or how long it takes reps to _____.
- close the ticket.
- send the CSAT survey.
- respond to the second customer interaction.
- work on a new ticket.
Explanation
In HubSpot Service Hub, SLAs can track both the first response time and the time to close a ticket. Setting these metrics ensures that support teams meet expected resolution standards and maintain customer satisfaction. SLA monitoring helps managers identify bottlenecks and optimize ticket handling efficiency.
Why the other options are incorrect
Send the CSAT survey: SLAs are not linked to survey distribution.
Respond to the second customer interaction: SLA metrics focus on overall response and resolution times, not specific message sequences.
Work on a new ticket: SLAs apply to existing tickets, not new ticket creation.
Source for verification
HubSpot Service Level Agreements Overview
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