Viewing and understanding SLA targets

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8 Comments

  • Harold Hennus

    Hi, I'm stuck with SLA metrics in Explore, trying to get an overall SLA % for all targets over all tickets in a certain time frame. 

    Researching this I ran upon this: period is oct-dec 2020 for one customer; There was 1 ticket still open on dec 31, all others were solved and closed. 
    However, the metric 'Tickets with an active SLA policy' indicates 4. Even when I look at all recent tickets, there are only 2 in jan (one open, one solved). How can there be 4 tickets with an active SLA policy?
    (cf this in the article: Note: When a ticket status is set to Solved, all SLA targets are considered met, and closed as a result.)

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  • Chandra Robrock
    Community Moderator

    Hi Harold! Would you mind elaborating a bit more on how you have this specific report setup?

    I'm afraid I wasn't able to locate a built-in metric called 'Tickets with an active SLA policy' on my end. Are you perhaps referring to the 'Active SLA Tickets' metric, 'Active SLA Targets' metric,  'Active SLA Policies' metric, or something else?

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  • Harold Hennus

    Hi, 

    I'm sorry I didn't respond any sooner, I hoped it was just incidental.

    But I just ran into this issue again. There's a ticket that has been closed in Nov 2020. According to Explore it still has one active SLA: Pausable Update Time. 
    I use a metric called D_COUNT(Active SLA tickets) and selected 'Status of SLA target' to be null (this is also how I found some tickets that an agent created on behalf of the customer which didn't get any SLA targets).

     

     

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  • Chandra Robrock
    Community Moderator

    Hi Harold! According to Zendesk's help documentation, it says "Tickets set to Solved immediately fulfill all active SLA targets" so I'm not sure why you'd see an SLA Metric that was in a Closed Status without being able to inspect the ticket myself.

    I'd recommend reaching out to Zendesk's Support team so that they can take a closer look at your Explore query and this particular Ticket ID for further assistance. 

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  • Nate Crumback

    Hi ZD Community,

    Apologies if this was asked or proposed already but would it be possible to add a third color for the SLA badges?

    For example, it would be great to have the SLA badge turn yellow when it's getting closer to breaching.  Ideally, Admins can choose when the badge would turn yellow (48, 24, or 12 hrs, etc. until breaching). 

    Visually, this would help Support agents identify pending breaches a little better than just the green and red badges. 

    Thanks! 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Nate, thanks for this feedback – for visibility, would you mind posting to our Feedback on Support topic and using our template to explain your use case? Thanks!

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  • Heather Shetrawski

    Is there an article with best practices for setting up Talk SLAs? We've committed to our partners that 70% of phone calls received during business hours will be answered within 20 seconds. How to we set this up in Zendesk?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Heather,

    Another user had a similar question, about how to calculate the Talk SLA % in Explore – there's an example of how to set that up in Hannah's comment here: Calculating Talk SLA % in Explore

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