SLAs Now Support Next Response Time Goals

We introduced SLAs to help teams manage first response and final resolution times directly in Help Scout. Now, we’re expanding that support with Next Response Time (NRT) goals.

NRT helps you track follow-up responsiveness between the first reply and final resolution. Each time a customer replies, the SLA timer starts again so you can measure how long customers are waiting throughout the conversation, not just at the beginning or end.

For example, if a customer follows up with another question after a teammate’s response, Help Scout will track how long it takes for the next reply to happen, helping your team avoid long gaps between responses.

NRT compliance is also included in SLA reporting, giving you a clearer picture of responsiveness across the full conversation experience.

Learn more about SLAs here.