- As per this article, time-based SLAs that rely on agent updates do not work with messaging.
- The reason given in the article makes no sense*
- Messages sent by agents through a messaging channel should count as an update, or at least count as such when it comes to SLAs.
- Without this, SLAs are useless for any company running omni-channel support (one of the main selling points of Zendesk)
*the reason given is that agents typically don't update the status of a ticket when replying via a messaging channel - but that makes no sense because time-based SLAs don't rely on status changes. It just
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