Social Messaging - First Reply Time SLA (missing)

Hi Mei-E Loh,

Thank you for your swift reply. To confirm, the FRT metric behind the feature gate is the SLA badge that is visible in Views and in a ticket? If yes, how can I contact you to send you the customer subdomain? 

Thanks!

We need this metric in order to measure productivity & performance for our Chat support team (we've fully migrated over to Messaging). 

Can we please be added to the FRT in seconds release? 

Hi Taylor, 

We will be releasing FRT seconds at the End of April-Beginning of May, since your account is already on the Chat ticket metrics arturo, it will be made available to you automatically when we release it. 

I will update this thread again when it is released. 

Cheers,

Mei-E 

Dear Mei-E Loh,

How can we add our subdomains on the chat ticket metrics arturo? Could you please help me?

Cheers,

Erkin

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 

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 

Hi @Unai Roiz, 

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

Cheers,

Mei-E 

Hi @mei-e

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 

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

Hey everyone,

Thank you all for taking the time to share your feedback with us! I'm pleased to share that starting on October 16, 2023, reply time SLAs for Messaging will be available for all accounts that use social, web, or mobile messaging channels.

You can find out more information in the following announcement: Announcing an upcoming enhancement to reply time SLAs for Messaging

Kudos to @prakruti and her team for their hard work on building this needed functionality :) 

Thanks again!