How can I display SLAs on the ticket?



  • Kay
    Community Moderator

    Have you seen SLA Event Tracker app by Zendesk? You can install it via the Marketplace.

  • Abhirup R

    Hi Kay,

    Is there any way I can replicate this data in custom ticket fields for every ticket that is created?

    I want to populate the FRT and AWT SLA Metric breach times for every ticket 

  • Jiri Kanicky

    Hi Abhirup R

    You might want to set automation with action to fill some fields.

    Bellow is example for First Response Time.

    It might harder to do it for the other SLAs, because Zendesk does not have condition for specific SLA. For the FRT SLA i am using Status as differentiator, because I know that that there cannot be different SLA if status is less than Open.

    API call will show you all breaches under "slas", but this means you have to create few external scripts to get the data from the ticket and also updating the ticket back.

    Example of API call showing SLAs,metric_events


    Unfortunatelly Zendesk is cumbersome. Jira Service Desk shows you all different SLAs directly on the ticket. Much better way to handle it, because users see exactly which SLAs were met or breached. Here you don't know if you are running SLA X or Y.

  • Brett Bowser
    Zendesk Community Team

    Thanks so much for taking the time to write up this detailed solution Jiri! This is awesome :)


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