2026-05-30 · Docs
Support — Slack Connect / audience-routed SLAs / assignment rules / round-robin retracted
- Audit of `support/routes.ts` + `inbound.ts` + `sla_policies` schema surfaced 4 over-claims. (1) Slack Connect channel — not built, repo has zero matches. (2) Audience-routed SLAs ("enterprise + active 6mo+ gets 1h SLA") — `sla_policies` schema is priority-keyed (firstResponseMinutes + resolutionMinutes + businessHoursOnly per priority); no `audienceId` column. (3) Assignment rules + round-robin — not built, manual assignee per ticket. (4) "CSAT flows back to profile + triggers detractor / promoter Workflows" — already retracted in Wave 9.
- Real shape: tickets CRUD + replies + public portal at `/ticket/:token` + inbound email pipeline with 4 routing modes (reply-token / plus-addressed / BYOD / slug subdomain) + priority-based SLA policies + canned responses + saved views + CSAT survey + Contact Widget → ticket pipeline.
- Zendesk comparison rewritten honest. 4 new rows explicitly mark Slack Connect, audience-routed SLAs, assignment rules + round-robin, automatic CSAT trait write as ❌ for Sendora. whyStay LEADS with these missing features. 2 FAQs rewritten (Macros / Triggers / SLA routing) acknowledging the gaps and offering workarounds. New FAQ added for round-robin saying it's on the roadmap with no committed date.
- Real wins kept + emphasised: 4-mode inbound email pipeline (the differentiator), reply-token threading on every Sendora zone, same-tenant userId cross-link to Customers + Auth + Audiences, Contact Widget RAG over KB.