| Announced on | Rollout starts | Rollout ends |
| September 13, 2023 | October 23, 2023 | November 01, 2023 |
We're excited to announce that reply time SLAs for Messaging are now available for all accounts that use social, web, or mobile messaging channels.
This announcement answers the following questions:
What is changing?
Currently, reply time SLAs are not supported for messaging channels. Starting Oct 23, you'll be able to set up reply time SLAs for messaging channels. Agents' replies on messaging channels will be counted towards the First reply time and Next reply time SLA metrics.
If you have SLAs that apply across all tickets, the First reply time and Next reply time SLA metrics will start applying to messaging tickets.
With this change:
- Workforce managers can set up First reply time and Next reply time SLA metrics for social, mobile, and web messaging channels.
- Agents will be able to view a countdown SLA timer on their assigned messaging tickets , which helps them determine which ticket to respond to next. Their replies on messaging channels will be counted towards the First reply time and Next reply time SLA metrics.
- Managers can access reporting in Explore to observe trends on SLA adherences or breaches , monitor the health of their operations, and gather insights to provide a better customer experience.
Why is Zendesk making this change?
Timely responses are crucial for customer experience over messaging channels. With this enhancement, we're providing businesses a robust and structured way to monitor and meet their customer service targets.
What do I need to do?
This change only applies to accounts which use social, web, or mobile messaging channels. Review your SLA setup for SLAs that apply to all channels or all tickets in your account. Evaluate if you need to change SLAs specifically for certain channels or groups of agents. See Defining SLA policies.