Release Notes Through 2020-05-29

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  • Tobias Hermanns



    regarding "Previously, the SLA Side Load only provided one Reply Time metric"


    Can you let me know on which position we can see such change / what it means exactly?





  • Nina Olding
    Zendesk Product Manager

    Hi Tobias Hermanns, thanks for reaching out.

    There are two reply-related metrics in SLAs: First Reply Time and Next Reply Time. Previously, only the most recent reply-related metric status was being included in the SLA API sideload (in the 'policy_metrics' array). We have made a change so that the first_reply_time is always included in policy_metrics in the sideload when it's being tracked by an SLA, even when next_reply_time is present.

    Hope this helps, and please let me know if you need any further clarification!


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