• Commentaire officiel

  Prakruti Hindia

  • 22 octobre 2021 06:22

  Zendesk Product Manager

  Thank you for your feedback .

  Supporting SLAs for social messaging channels is on the roadmap. First Reply Time SLA is part of it.

  I am also curious to hear if there are other SLAs policies, that you apply to social messaging. 

  - Prakruti

• Prakruti Hindia

  • 6 octobre 2021 08:07

  Zendesk Product Manager

  Hello!

  Thank you for writing in. Certain SLAs like First Reply Time do not apply to WhatsApp messages on a ticket. Having said that, supporting SLAs for social messaging channels is on the roadmap. Can you tell me a bit more about your requirement, such as the type of SLA policies would you apply to WhatsApp ? 

  Cheers,

  Prakruti 

• WhatsApp Connector

  • 6 octobre 2021 08:30

  Hello Prakruti Hindia,

  Essentially, we are looking forward to applying the First Reply Time and Next Reply Time to WhatsApp messages.

  Regards.

• Dayana F.

  • 21 octobre 2021 17:58

  I need the FRT SLA for WhatsApp too. Is there anything new for this? Thanks

• Esteban Costamagna

  • 21 octobre 2021 21:17

  Hi! We also need SLA for WhatsApp.

• WhatsApp Connector

  • 17 décembre 2021 18:35

  Hello Prakruti Hindia,

  Any updates on SLA policies for WhatsApp?

  Thanks.

• Igor Gambini

  • 25 janvier 2022 14:22

  It would be great to have SLA for First Time response in tickets so we could have better metrics on agents working in this channel.

• Malaak Jawad

  • 27 février 2022 10:51

   We also need SLA for WhatsApp.

   
• WhatsApp Connector

  • 27 avril 2022 07:45

  Hello Prakruti Hindia,

  Any news on the roadmap for WhatsApp SLAs?

  Regards.

• Dave Dyson

  • 7 mai 2022 02:24

  Hi everyone, 

  Just a reminder to upvote product feedback posts you support!

• Prakruti Hindia

  • 6 juin 2022 07:07

  Zendesk Product Manager

  Hi everyone, 

  First Reply Time for messaging channels is now available in Ticket dataset and Support dashboard in Explore. It was rolled out on April 11. 

  Having said that, SLAs for messaging channels including WhatsApp is on the roadmap for late this year. First Reply Time and Next Reply Time are on top of the list of SLAs we want to support for messaging channels. 

  -Prakruti

• Malak Jawad

  • 1 février 2023 09:39

  any update for WhatsApp SLA for 2023? 

• Watchfinder.co.uk Limited

  • 29 mars 2023 09:29

  We have been able to create an SLA for WhatsApp, but it's not applying successfully.  Can you advise when this functionality will be working?

• GUSTAVO FREIRE LOPES

  • 4 avril 2023 13:12
  • Modifié

  Hi Prakruti Hindia

  In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.

  On Explore we can see FRT, but not in views as i said.

• Scott Allison

  • 13 avril 2023 22:02

  Zendesk Product Manager

  Hey Everyone, I'm the Product Manager here at Zendesk working on SLAs, along with my colleague Prakruti Hindia in Messaging.

  I just wanted to update you that the work is on the roadmap for this year, and in fact initial engineering work has just begun. The goal is to support reply time SLAs on messaging channels.

  Resolution Time SLAs, specifically Requester Wait Time and Agent Work Time do work today, but rely on the status of tickets being correctly updated by agents. For more on these policies take a look at this article.

  We'll update you later this quarter on the expected timeline for the reply time SLA support.

  Thanks again. We look forward to delivering this for you!

• Malak Jawad

  • 16 août 2023 08:34

  any update on this

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