SLA times are calculated using customer comments and public replies . e.g.......
- Next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes
typically our tickets are auto-generated via an email from the customer. We make a public reply in Zendesk - so our First Reply Time SLA can be calculated OK.
The issue is that subsequent interactions between customer and agent for the raised ticket may happen via MS teams messenger (as opposed to comments/public replies in Zendesk). Messaging is becoming the communications tool of choice in our business.
This means SLAs such as next reply time, pausible update time, cannot be calculated against the ticket, because Zendesk isn't aware of the interactions.
I've reviewed the documentation on the MS teams integration and also the new Zendesk messaging feature. Neither solves the problem from what I can see.
Has anyone else had this challenge and found a workaround (other than copying messaging text across to Zendesk) or way to overcome?
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