Social Messaging - First Reply Time SLA (missing)
CompletadaAt 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.
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Hi Everyone,
A quick update on the status of the FRT messaging -
- The FRT messaging arturo in minutes/hours/days has been rolled out to all accounts as of 12 April 2022, so it should be available to you without having to be added to the arturo
- The FRT messaging in seconds has been rolled out to all accounts and is currently available to everyone on the ticket metric api - Explore will be coming shortly, I will update on the timelines
Just to note the FRT messaging feature does not include SLA.
Feel free to reach out to me if you have further questions!
Cheers,
Mei-E
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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
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Hi Unai Roiz,
We also have an update on the SLA feature, this is planned on our roadmap for Q1 2023
Cheers,
Mei-E
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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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Is there any update on FRT and NRT for SLAs? We cannot migrate from chat to messaging without this feature.
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