Defining OLA policies using internal SLAs and child ticket side conversations

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2 Comments

  • Thomas D'Hoe
    Community Moderator

    Is there also a way to report on these OLA's in Explore? 

    1
  • Scott Allison
    Zendesk Product Manager

    Hey Thomas, 

    Thanks, that's a great question! You can report on these in Explore, using the SLA dataset. To isolate and report just on the "OLAs" you can add a filter on ticket channel, and restrict to "side conversation". Like this:

     

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