• Comentário oficial

  Prakruti Hindia

  • 22 de outubro de 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 de outubro de 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 de outubro de 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 Flores

  • 21 de outubro de 2021 17:58

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

• Esteban Costamagna

  • 21 de outubro de 2021 21:17

  Hi! We also need SLA for WhatsApp.

• WhatsApp Connector

  • 17 de dezembro de 2021 18:35

  Hello Prakruti Hindia,

  Any updates on SLA policies for WhatsApp?

  Thanks.

• Igor Gambini

  • 25 de janeiro de 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.

• Malak Jawad

  • 27 de fevereiro de 2022 10:51

   We also need SLA for WhatsApp.

   
• WhatsApp Connector

  • 27 de abril de 2022 07:45

  Hello Prakruti Hindia,

  Any news on the roadmap for WhatsApp SLAs?

  Regards.

• Dave Dyson

  • 7 de maio de 2022 02:24

  Hi everyone, 

  Just a reminder to upvote product feedback posts you support!

• Prakruti Hindia

  • 6 de junho de 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 Jawa

  • 1 de fevereiro de 2023 09:39

  any update for WhatsApp SLA for 2023? 

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