Next SLA Breach Query

2 Comments

  • Thomas de Silva
    Community Moderator

    Hi Gemma.

    May I suggest creating a View for this team showing these tickets, then they can continuously surveil the tickets close to SLA breach.

    Please reach out if you need further assistance. 

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    1
  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Gemma, and thank you Thomas!

    To weigh in myself, I would say that Thomas' recommendation is going to be your most productive route. This is because Explore is meant to take ticket data and review it. You can, for example, report on overall SLA effectiveness and your success percentage, but you cannot use Explore to look at events that have yet to happen.

    A View would be a great way to organize tickets that have applied Targets and keep track of which ones are about to pop.

    0

Please sign in to leave a comment.

Powered by Zendesk