Neill Shurville

Riccardo Centomo

Nice comment, very good description of the current limitations on SLAs.

RE the messaging limitations, check out my post here:

https://support.zendesk.com/hc/en-us/community/posts/4758424051866-SLAs-should-work-properly-with-social-messaging-and-Talk-lines-

Our team has huge issues with SLAs as we offer true omni-channel support (phone, email, whatsapp, instagram, facebook). It's really frustating Zendesk allows these channels, but then doesn't support basic SLAs for them.

Please comment on my post if you have any more thoughts, I'm hoping to get some momentum towards this issue!

Hey @... Scott Allison

As we move into 2023, can you confirm the status of this update? This is a major drawback for a company that targets true omni-channel support like us.

SLAs simply have to work for messaging! It's a fundamental part to offering support through messaging.

FYI I have a thread for this - might help to comment there as well to try bring some attention to this fairly major flaw...

https://support.zendesk.com/hc/en-us/community/posts/4758424051866-SLAs-should-work-properly-with-social-messaging-and-Talk-lines-

They don't work at all for "time-based" SLAs i.e. all SLAs that rely on a "public comment". It seems that they don't count social messages as a public comment...

Some, such as "working time" still work, because that's purely based on status.

They either need to:

• Count social messages as public comments for the sake of SLAs
• OR add more SLA types based purely on status change (so it doesn't rely on the public comment)

Check out the following section RE SLAs and messaging tickets:

https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_u4c_wzp_wnb

 

It's not great product design by Zendesk IMO.

As per my topic posted here, SLAs really should work for messaging channels... see my points below...

• As per this article, time-based SLAs that rely on agent updates do not work with messaging.
• The reason given in the article makes no sense*
• Messages sent by agents through a messaging channel should count as an update, or at least count as such when it comes to SLAs.
• Without this, SLAs are useless for any company running omni-channel support (one of the main selling points of Zendesk)

 

*the reason given is that agents typically don't update the status of a ticket when replying via a messaging channel - but that makes no sense because time-based SLAs don't rely on status changes. It just

• As per this article, time-based SLAs that rely on agent updates do not work with messaging.
• The reason given in the article makes no sense*
• Messages sent by agents through a messaging channel should count as an update, or at least count as such when it comes to SLAs.
• Without this, SLAs are useless for any company running omni-channel support (one of the main selling points of Zendesk)

 

*the reason given is that agents typically don't update the status of a ticket when replying via a messaging channel - but that makes no sense because time-based SLAs don't rely on status changes. It just