Social Messaging - First Reply Time SLA (missing)

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35 Commentaires

  • Mei-E Loh
    Zendesk Product Manager

    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 

    0
  • Mei-E Loh
    Zendesk Product Manager

    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 

    0
  • Mei-E Loh
    Zendesk Product Manager

    Hi Unai Roiz

    We also have an update on the SLA feature, this is planned on our roadmap for Q1 2023

    Cheers,

    Mei-E 

    1
  • Riccardo Centomo

    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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  • Marjana Cowan

    Is there any update on FRT and NRT for SLAs? We cannot migrate from chat to messaging without this feature. 

    0

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