Explore - Ticket SLA breached

8 Comments

  • Graeme Carmichael
    Community Moderator

    Jonathan

    Not sure if this helps you. But in Explore, tickets are split up into different datasets. When you create a new query, if you select the dataset 'Support: Ticket SLAs', you should find SLA metrics.

    0
  • Sarah Anscombe

    We could also benefit from this.

    It would be nice to show total tickets and how many breached in one table.

    2
  • Graeme Carmichael
    Community Moderator

    Sarah

    Agreed . So at the moment you can count SLA tickets and how many breached, but not total tickets (including those with no SLA) because they are in a separate dataset from SLA tickets.

    1
  • Mohammad Qayyum

    Hi Graeme,

     

    How can I add this metrics to an existing data query or would I have to create a seperate query?

    Thanks,

    Mohammad.

    0
  • Graeme Carmichael
    Community Moderator

    Mohammad

    Sorry, I am not sure what you are asking. If you have added custom metrics to a query, they will be available to other queries in the same dataset.

    Hope that helps

     

     

    0
  • Mohammad Qayyum

    Hi Graeme,

    I have a Zendesk created a dashboard which I have amended the query 'Assignee Activity' but I am not able to find metrics for SLA?

     

    Would it be possible to call you?

    Mohammad.

    0
  • Graeme Carmichael
    Community Moderator

    Mohammad

    I believe you are coming across the same problem that Sarah has mentioned. The agent activity detail are separate form the SLA metrics. So you will not find any SLA metrics when looking at the assignee activity dashboard. 

    1
  • Drey Tee

    I came across similar problem but a bit deeper:
    I want to see total / within SLA / broken SLA tickets to be sure everything counted properly.
    When I count "SLA tickets" / "Achieved SLA tickets" / "Breached SLA tickets"
    I see 414 / 288 / 6 and therefore I can't see how I can see proper sum.

    Also I check "% Achieved SLA tickets" and see 98% for same period of time - I completely lost in here, please clarify someone.

    0

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