We would like Assembled to calculate Email SLA at the message level, not just on the initial customer response. Today, Assembled only measures SLA for the first reply in an email ticket, whereas Zendesk restarts SLA for every new customer message in the same thread. This creates a consistent 4–5% gap between Zendesk and Assembled for email SL, and makes it difficult for us to accurately understand true performance and staffing needs.

For asynchronous channels like email, each customer reply represents new workload and a new SLA expectation. Our internal reporting, operational workflows, and Zendesk reporting all treat these follow-up responses as separate SLA events. Because Assembled does not currently measure SLA this way, our email SL appears inflated and does not reflect the actual experience of our customers.