• Mei-E Loh

  • July 08, 2022 02:14

  Zendesk Product Manager

  Hi Everyone!

  Just wanted to provide an update that FRT in seconds has been released for messaging as of 6 July 2022

  It can now be found in explore>ticket dataset and you can find data backdated up to 14 April 2022 

  Cheers,

  Mei-E 

• Mei-E Loh

  • July 13, 2022 01:39

  Zendesk Product Manager

  Hi Unai Roiz, 

  We also have an update on the SLA feature, this is planned on our roadmap for Q1 2023

  Cheers,

  Mei-E 

• Riccardo Centomo

  • December 02, 2022 08:56

  Hi Mei-E Loh

  it's possible to know if the SLA limitations First Reply Time, Next Reply Time, and Periodic Updates will be supported also for messaging channels?

  I refer to the article with this SLA limitations: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality#topic_pws_pfb_rqb:~:text=Mobile%20limitations-,General%20functionality%20limitations,-The%20following%20limitations 

• Marjana Cowan

  • August 16, 2023 14:11

  Is there any update on FRT and NRT for SLAs? We cannot migrate from chat to messaging without this feature. 

• Brett Bowser

  • September 20, 2023 17:50

  Zendesk Community Manager

  Hey everyone,
  
  Thank you all for taking the time to share your feedback with us! I'm pleased to share that starting on October 16, 2023, reply time SLAs for Messaging will be available for all accounts that use social, web, or mobile messaging channels.

  You can find out more information in the following announcement: Announcing an upcoming enhancement to reply time SLAs for Messaging

  Kudos to Prakruti Hindia and her team for their hard work on building this needed functionality :) 

  Thanks again!

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