Social Messaging - First Reply Time SLA (missing)
At this moment is not possible to have an SLA about "First Reply Time" in Social Messaging Tickets.
This particular SLA is very important, especially in this type of channel.
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
Hi Unai Roiz,
We also have an update on the SLA feature, this is planned on our roadmap for Q1 2023
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
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