Neill Shurville
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Last activity
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Activity overview
Latest activity by Neill Shurville-
Neill Shurville commented,
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/4...
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Neill Shurville commented,
Hey Scott Allison 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 h...
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Neill Shurville commented,
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-s...
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Neill Shurville commented,
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 ...
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Neill Shurville commented,
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. Th...
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Neill Shurville created a post,
SLAs should work properly with social messaging and Talk lines!
PlannedAs 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 shou...