SLA policy metric for tickets about to breach
AnsweredWe have created SLA policies for our customers but we are unable to monitor is how many days it would take for a specific ticket to breach as set by the SLA
Example.
Ticket is created on 09 May 2021, with a normal priority. SLA is set that the ticket will breach in 20 days if not dealt with.
There is no identifiable metric that shows on the explorer reporting how long this ticket has before it will breach.
In the VIEW section as per the screen attached you see how long we have till the ticket is breached:
however this cannot be presented in the reporting, or i dont know which metric to select.
We have been working with a Zendesk Engineer Or Mizrachi but he too, is unable to find a workable solution.
This seems to be something that should be standard as the reporting should allow you to be able to report as to how long a ticket has until it will breach, this is surely a requested function for many customers.
look forward to a response that can answer this query
Alan Lipchin
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Hey Alan,
It looks like you have already created a ticket with us regarding your concern. Kindly wait for an update from one of our agents on that ticket to discuss your concern further. Thanks!
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Following along as I would be interested in this too.
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Is there an answer to this request? I have the same issue.
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Hi Jim,
Unfortunately, it is not possible at this time to be able to report on when an SLA will breach in Explore. However, if you are interested, we do have a way to send notifications when an SLA is soon to breach, which you can check out here: How to alert your team to tickets nearing an SLA breach. Hope that helps!
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Has there been a solution to this request in the past year?
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Hi Naomi, no change at this point.
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