Explore report for upcoming SLA breaches

1 Comments

  • Chandra Robrock
    Community Moderator

    Hi Milton! Unfortunately, I don't think there is a way to achieve this. You could report on the number of Active SLA Tickets, but it doesn't look like there is a way to report on how long these tickets have left until they would breach. 

    If you aren't already, I'd recommend including the Next SLA Breach column in your Views. Our team finds this really helpful when understanding when tickets will breach next.

    You could also create a view that specifically looks for all tickets that will breach within the next X hours. I actually use this type of view to then send a Slack notification to our private Support channel when it looks like we might need more hands in the queue. More info here: https://support.zendesk.com/hc/en-us/community/posts/360051877233-How-To-Create-a-Slack-Notification-When-a-Ticket-View-Reaches-a-Specific-Threshold.

    We also have a Zendesk automation setup that will send a Slack notification to our private Support channel when a ticket has left than 2 hours until it will breach to help us stay on top of our SLA Achievement Rates. 

    Hoping one of those solutions might be helpful for you! If not, feel free to request this feature on the Feedback on Explore section: https://support.zendesk.com/hc/en-us/community/topics/360001200913. Zendesk's Product team actively monitors that channel so it's a great one when it comes to submitting new feature requests or upvoting existing feature requests. 

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