To set up reply time SLAs for live chat in Zendesk, your account must be using Agent Workspace. An admin needs to enable Reply Time SLAs for Chat from the Chat dashboard.
It's also important to review your current SLAs that apply to all channels or tickets to decide if updates are necessary, or if you need to create SLAs specifically for certain channels or agent groups. This setup ensures that your team can effectively manage and meet customer service expectations.
Zendesk has introduced reply time SLAs for live chat to enhance customer service efficiency. Now, agent replies in live chat conversations and tickets can be tracked for First and Next reply time SLAs. This update allows admins to set up these SLAs…
Zendesk introduced reply time SLAs for live chat to ensure timely responses, which are crucial for a positive customer experience. By providing a structured way to monitor and meet customer service targets, businesses can enhance their service…
Reply time SLAs offer managers the ability to monitor SLA adherence and breaches, providing insights into the health of their operations. With access to detailed reporting, managers can observe trends and make informed decisions to enhance customer…
With the new reply time SLAs, agents in Zendesk can now see a countdown SLA timer on their assigned live chat tickets. This feature helps them prioritize which ticket to respond to next based on the SLA deadlines. All agent comments in live…