Identifying tickets without SLA



  • Dan Cooper
    Community Moderator

    Hi Amber, 

    The challenge with SLAs and Triggers is that SLA Policies process after all of your triggers fire.  This means that if you were to tag something with a trigger - you could do so before an SLA policy applied and accidentally categorize a ticket as not having an SLA when it actually did. 

    If you are looking to create a report, you can check into the metric for # SLA Tickets.  This will show you the number of tickets that have an SLA.  Compare that to the total number of tickets and the difference will tell you which tickets did not have an associated policy.  It's been a while since I dug into Insights, and I haven't worked much in Explore - but this metric was really useful for me in determining the overall number of applicable tickets in SLA calculations for me.

    You can also try working with Views to try to isolate the tickets you are looking for with the same conditions you are seeing in the Automations.  You may find that a view with those SLA ALL conditions can be worked to show you the tickets you are looking for.

  • Devan - Community Manager
    Zendesk Community Team

    Business Rules/Macros AMA has ended, and comments have now been closed. If you have any related questions, you can create a new post in our Business Rules - Triggers, Macros, & Automations topic!

  • Oliver Tietze

    Devan - Community Manager How can a view show tickets that have *no* SLA policy applied? I think this was the question of the original poster, and we have the same question.

    We don't need this on a reporting, but on an operational level, to identify those tickets that has no SLA applied which usually is what we don't want.

    Creating a "fallback" SLA also doesnt help because we cannot set up a view or rule filtering only those tickets with a specific SLA policy applied.

    Please help!



  • Ben Van Iten
    Zendesk Community Team

    Hi Oliver Tietze,

    Are you referring to an SLA policy or an SLA target?

    There isn't a view column that can show if a policy is on the ticket, but if you have the breach column you could have the view ordered by the next SLA target breach and sort it so the tickets with no breach time show up first. 

    If you really want to make a view that shows this, you might want to consider making the view capture tickets that don't have the conditions of the SLA applying to it. So what I mean, is if the SLA shows up when a tag is not on the ticket and it is in pending status, you could build a view for tickets with meet Any conditions that state the tag is not on the ticket or the status is in anything but pending.

    Depending on the complexity of your SLA's that might just not be possible however. That being said, I'm going to flag this conversation for Product Feedback because I can definitely see where this could be beneficial to other users.

    Please let me know if we can assist further.


  • Rudolph

    Our team could also use the ability to easily see which tickets do not have SLAs applied to them. The problem with ordering the view by 'Next SLA Breach' and putting those w/o SLAs at the top is that then our agents are answering tickets in the wrong order because the least breached tickets come after tickets without SLA. Example:

    If Zendesk's logic instead put tickets with no SLA as the highest rather than the lowest SLA breach priority, then your suggestion would work well, Ben. Could you add this into the product feedback?


  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this Rudolph! I've marked this as Product Feedback so the appropriate team is aware.



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