Tracking when SLAs breached

Answered

5 Comments

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    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?

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    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
    Zendesk Customer Care
    Hello Aline,

    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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