WhatsApp SLAs

Planned

11 Comments

  • Official comment
    Prakruti Hindia
    Zendesk Product Manager

    Thank you for your feedback .

    Supporting SLAs for social messaging channels is on the roadmap. First Reply Time SLA is part of it.

    I am also curious to hear if there are other SLAs policies, that you apply to social messaging. 

    - Prakruti

  • Prakruti Hindia
    Zendesk Product Manager

    Hello!

    Thank you for writing in. Certain SLAs like First Reply Time do not apply to WhatsApp messages on a ticket. Having said that, supporting SLAs for social messaging channels is on the roadmap. Can you tell me a bit more about your requirement, such as the type of SLA policies would you apply to WhatsApp ? 

    Cheers,

    Prakruti 

    0
  • Guillermo

    Hello Prakruti Hindia,

    Essentially, we are looking forward to applying the First Reply Time and Next Reply Time to WhatsApp messages.

    Regards.

    1
  • Consultor CXC

    I need the FRT SLA for WhatsApp too. Is there anything new for this? Thanks

    0
  • Esteban Costamagna

    Hi! We also need SLA for WhatsApp.

    0
  • Guillermo

    Hello Prakruti Hindia,

    Any updates on SLA policies for WhatsApp?

    Thanks.

    1
  • Igor Gambini

    It would be great to have SLA for First Time response in tickets so we could have better metrics on agents working in this channel.

    0
  • Malak Jawad

     We also need SLA for WhatsApp.

     
    0
  • Guillermo

    Hello Prakruti Hindia,

    Any news on the roadmap for WhatsApp SLAs?

    Regards.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi everyone, 

    Just a reminder to upvote product feedback posts you support!

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone, 

    First Reply Time for messaging channels is now available in Ticket dataset and Support dashboard in Explore. It was rolled out on April 11. 

    Having said that, SLAs for messaging channels including WhatsApp is on the roadmap for late this year. First Reply Time and Next Reply Time are on top of the list of SLAs we want to support for messaging channels. 

    -Prakruti

    0

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