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Tracking when SLAs breached
Answered
Posted Aug 26, 2021
I am trying to build a report, which would contain:
- # of tickets that have breached first reply SLA per day.
- Have a possibility to check all of the tickets that breached SLA to identify pain points in our support team.
I've tried to take a look into it but managed only to build a report, which shows the % of tickets that have breached SLA on a specific day.
Any help in this regard would be highly appreciated!
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5 comments
Chandra Robrock
Hey Dom - It sounds like you'll want to use the Breached SLA Ticket metric and then filter the query for SLA Metric is First Reply Time. From there, select the date attribute you'd like to drill into (i.e. SLA Update - Date) and that will show you the number of tickets that breached per day.
For checking all tickets that have breached to identify trends, I usually use the same metric and select a Table visualization. If you add the Ticket ID attribute as a Row, you'll be able to click out to the ticket to analyze what happened in the ticket further.
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Grace Stratton
Is this function available for users on a Growth plan?
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Chandra Robrock
Grace Stratton These metrics are included in Zendesk's out-of-the-box metrics for the SLA dataset (more info here) which should be available on the Growth plan.
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Aline Vidal
Hi Chandra,
I am trying to set up an SLA report, however it does not give me the First Reply Time as an SLA Metric. I have set up the First Reply Time policy. I am now wondering if there's something wrong.
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Anne Ronalter
you should be able to see the First Reply Time as an SLA Metric when using the SLA Tickets metric.
More details on that can be found here:
Explore recipe: Reviewing SLA performance
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