Report for tickets with SLA breaches and date/time of breach



  • Dylan Tragjasi
    Zendesk Customer Care

    Hi Alex

    At this stage, it's not currently possible to put together a report that shows the time at which a given ticket first breached its assigned SLA policy.
    This is something we're looking to improve upon and add to Explore in the future, but at this stage I cannot comment as to when this might happen.

    A potential workaround in the interim would be to put together a report using the SLAs dataset that shows all of the breached timestamps on a given ticket instead. It could look something like this:

    D_COUNT(Breached SLA tickets)

    Ticket ID
    SLA target status (you could add a filter to this attribute to show only breached SLA target statuses)
    SLA update - Timestamp

    The earliest breached timestamp for each Ticket ID returned in these results will be the time at which the ticket first breached its assigned SLA policy.

    Hope this helps!

    - Dylan 

  • Alex Edwards

    @Dylan Thanks! This is helpful for now. I'll be interested to see what else becomes available around this in the future!


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