4 Comments

  • Brett - Community Manager
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    Hey Sharath,

    There should be an Achieved SLA tickets metric available in the SLA Dataset. More information in our Metrics and attributes for Zendesk Support article which I've linked for you.

    Let me know if you have any other questions for me :)

    Cheers!

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  • sharath H C
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    Hi Brett
    I created one report Sla event report

    In this report
    What- sla event,sla achieved,sla breached(total) ,% achieved

    How - class,date event , hour of event ,sla metric,sla policy, ticket I'd

    Filter - date event yesterday

    The problem is sla event and sla achieved count vary when I downloaded form Feb 1st to yesterday compare to every yesterday download data

    Please help me

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Sharath,

    We will most likely need to take a look at these reports to see why that is occurring.

    I'm going to create a ticket on your behalf so our Advocacy team can take a look with you.

    Cheers!

    0
  • sharath H C
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    hi Brett 

     

    i am wait for u r answer

     

    and one more question 

     

    in first reply time mins metric we have one problem is first reply time and next reply time mins is same how to slove this problem below is the snapshot 

     

     

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