Why did my SLA result change?

7 Comments

  • Brett - Community Manager
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    Hey Christopher,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can take a look at a few examples to determine what could be causing the difference here. You should receive a follow-up email shortly stating your ticket has been created. Feel free to reply back to that email with any additional information you can provide :) 

    Cheers!

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  • Yuri Quero
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    Hello,

    I have the same proble with the SLA records.
    When I generate a report of one specific day, gave some numbers. And a few days later, if I generate the same report of this specific day, the numbers are different.

    I want to know what "Records of Ticket SLAs" is counting.

    Thank you!

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  • Raman Kalia
    Comment actions Permalink

    Hi,

    Anyone got update on this? I'm also curious to know the work of "Records of Ticket SLAs" attribute.

    Thanks

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Raman,

    I'm actually not aware of a Record of Ticket SLA attribute. Any chance you can provide a screenshot of the attributes you're using so we can take a look?

    You can also find a full list of attributes and what data they pull here: Insights object reference (Professional and Enterprise)

    Let me know!

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  • Yuri Quero
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    Hi Brett - Community Manager

    I mean this atribute:

    This attribute is present in every SLA metric, for example:

    What Records of Ticket SLA means?

     

    Thank you!!

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Yuri,

    It looks like Records of Ticket SLAs is a prebuilt attribute that that's part of the Ticket SLAs dataset. This attribute is available within the # SLA tickets metric which allows the metric to pull a list of Ticket ID's that have an SLA policy applied.
    Let me know if that doesn't clear up any confusion.

    Cheers!

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  • sharath H C
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    hi

    in zendesk when i am creating new report but when in select SLA metric in metrics and in attributes when i am selecting Email replied the data will empty who to solve this problem

     

    can anyone help for this problem  

     

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