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Can I filter tickets that don't have a SLA policy applied?

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Pedro Farias

Posted Jul 20, 2023

Hi there,

I'm working on a dashboard and while analysing the SLA tickets on the SLA dataset versus the ticket count on the Support dataset there was a diference on the numbers. Is there a way to filter only the tickets that have no SLA policies applied to them?

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    Zsa Trias

    Zendesk Customer Care

    Hello Pedro,

    Potentially, if there's a specific tag applied to tickets when an SLA policy is applied, you could filter out in Explore those that don't have the tag, in the Tickets dataset. But SLA tickets are only reported on the SLA dataset.
     

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