| Announced on | Rollout starts | Rollout ends |
| August 31, 2023 | August 31, 2023 | August 31, 2023 |
Understanding the crucial role that timely responses play in superb customer service, we've introduced First Reply Time and Next Reply Time SLAs for messaging to help ensure your customers are receiving the prompt attention they deserve.
To learn more about the upcoming SLAs for Messaging general availability (GA) release, see this announcement.
For more information, see Using SLAs.
This announcement answers the following questions:
What is changing?
With this EAP:
- Workforce managers can now set up First Reply Time and Next Reply Time SLAs for social, web, and mobile messaging channels.
- Agents can view a countdown SLA timer on their assigned messaging tickets to help them determine which ticket to respond to next. Their replies on messaging channels will be counted towards the First Reply and Next Reply SLAs.
- Managers can access reporting to observe trends on SLA adherence and breaches, monitor the health of their operations, and gain insights to provide a better customer experience.
Why is Zendesk making this change?
We've introduced the First Reply Time and Next Reply Time SLAs in messaging to give businesses a robust and structured way to monitor and meet their customer service targets.
What do I need to do?
Sign up for the EAP is now closed. To learn more about the upcoming SLAs for Messaging GA release, see this announcement.
3 Comments
these were missing in the past? i thought SLAs were for all tickets?
Hi Bobby,
One of the limitations of messaging is that time-based SLAs (First Reply Time, Next Reply Time, and Periodic Updates) are not supported for messaging tickets, as SLAs do not work reliably as agents typically don’t change the ticket status after each reply. However, status-based SLAs are supported. See: Limitations in messaging functionality
Hope this helps.
Hi Bobby,
One of the limitations of messaging is that time-based SLAs (First Reply Time, Next Reply Time, and Periodic Updates) are not supported for messaging tickets, as SLAs do not work reliably as agents typically don’t change the ticket status after each reply. However, status-based SLAs are supported. See: Limitations in messaging functionality
Hope this helps.
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