WhatsApp SLAs

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18 Comentários

  • Comentário oficial
    Brett Bowser
    Zendesk Community Manager

    Hey everyone, related to Roy Landman's comment, I wanted to share that reply time SLAs for Messaging are now available for all accounts that use social, web, or mobile messaging channels. Check out the announcement Roy shared above :) 

    Announcing an upcoming enhancement to reply time SLAs for Messaging

  • Prakruti Hindia
    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 

    0
  • WhatsApp Connector

    Hello Prakruti Hindia,

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

    Regards.

    1
  • Dayana F.

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

    0
  • Esteban Costamagna

    Hi! We also need SLA for WhatsApp.

    0
  • Prakruti Hindia
    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

    0
  • WhatsApp Connector

    Hello Prakruti Hindia,

    Any updates on SLA policies for WhatsApp?

    Thanks.

    1
  • Igor Gambini

    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.

    0
  • Malaak Jawad

     We also need SLA for WhatsApp.

     
    0
  • WhatsApp Connector

    Hello Prakruti Hindia,

    Any news on the roadmap for WhatsApp SLAs?

    Regards.

    0
  • Dave Dyson

    Hi everyone, 

    Just a reminder to upvote product feedback posts you support!

    1
  • Prakruti Hindia
    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

    0
  • Malak Jawad

    any update for WhatsApp SLA for 2023? 

    2
  • Watchfinder.co.uk Limited

    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?

    0
  • GUSTAVO FREIRE LOPES

    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.

    0
  • Scott Allison
    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!

    0
  • Malak Jawad

    any update on this

    0

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