Viewing and understanding SLA targets

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17 Comments

  • bctsupport

    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
    Most Helpful - 2021

    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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  • bctsupport

    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
    Most Helpful - 2021

    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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  • Julie Hinrichs

    Hello, 

    Shouldn't a SLA start over once the first SLA is met?  See ticket #29145.

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  • Dave Dyson
    Zendesk Community Manager
    HI Julie, and welcome to the community!
     
    That's not a ticket number in our system, are there some digits missing? And some SLA's (Next reply time, Periodic update time, and Pauseable update time) do reset on certain events – for more information, see Defining and using SLA policies
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  • Oscar Valecillos

    Hi

    Does the view automatically refresh to show the Next SLA Breach updates? If so, how often it is?

    Thank you.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Oscar, welcome to the community!
     
    Views are not refreshed automatically; for more information, see Can views be refreshed automatically?
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  • Gerardo

    Hi there, 

    Is there a way to filter the SLA for reply and solving time? 

    Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached.

    Or a way to prioritize one to another? 

    Example for us might be important to reply time over the solving time when breached. 

    Or to sort them based on metrics

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  • Dion
    Zendesk Customer Care
    Hey There,

    The only way to filter SLA's for response time and solve time is via creating a query in Explore. You can check this article for more information: Explore recipe: Reviewing SLA performance 

    As for views, unfortunately, we do not have a way to create a view for specific SLA's. The view conditions for SLA's applies to the last breached tickets and hours before ticket breach. We also cannot create a trigger or automation that can add tags for tickets that are breached. 

    Regards,

    Dion
    -1
  • Rob Forrest

    It would be a great feature to have control over when the colour changes happen as time expires towards the next SLA breach. For example we have an SLA for a 1st response within 8.5 business hours. But it would be good for that to change from Green to Amber after e.g. 4 hours or something configurable (either as a % of the SLA time or a specific time). Having it only change 15 mins before the SLA i.e. breached is not so much use since a ticket could take longer than 15 minutes to answer. So having more of a configurable change could help with support team prioritisation

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  • Stephanie Shnaper

    Is it possible to create different SLA policies for each group?

    The SLA's vary for each team such as T1 & T2.

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Stephanie, you certainly can! :) You can add the group as a condition in your SLA like this one:

    This way, the Tier 1 SLA will only apply to T1 and then you can make another one for Tier 2 SLA
    Thanks!

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