• 正式なコメント

  Scott Allison

  • 2023年05月18日 22:25

  Zendesk Product Manager

  Thank you everyone for the feedback, it's truly appreciated. This is absolutely something we'd like to deliver, as we see the value of it, but it's not currently on the roadmap for this year.

  But there are other investments in SLAs planned, including Group SLAs that we just launched. We also have other enhancements to SLAs coming, with the ability to apply SLAs to more interactions, with new SLA target types, and the ability to customize existing targets.

  I'll update this request again in the future once we have a timeline for it.

• Terry Knox

  • 2019年08月16日 09:20

  This is must have functionality for reporting! Surely setting agent KPIs around SLA adherence is pretty basic stuff? 

• Pete Holborow

  • 2019年08月16日 09:37

  +1000.

   

  Historical reporting on a ticket's journey is a must.

• Anthony Garcia Jr.

  • 2019年08月20日 07:02

  Improving service delivery and staff performance is difficult if we dont have this capability. Please make it happen! Thank you in advance! 

• Paolo Gaioni

  • 2021年12月03日 09:45

  We need to report on agents SLA adherence, not only on the current and last assignee.

  if 1st reply was missed by Agent A and then ticket is reassigned to Agent B, we need to see who missed the 1st reply.

• Learning.com

  • 2023年04月05日 15:43

  I was surprised to find a lack of this ability. It is fundamental to understanding and improving SLA performance.

• Pradeep s pillai

  • 2023年05月08日 07:02

  What is the status here ? there is no update

• Gordon Foster

  • 2019年08月16日 10:53

  This is functionality I'd expect from a tool like Zendesk, could do it in ServiceCloud

• Sara Gardinier

  • 2019年08月23日 16:08

  Agreed, I would love to have this more drilled down level of reporting for Agent SLA vs Ticket SLA.

• Mariliam

  • 2019年08月26日 08:59

  This is a must! About to embark in outsourcing and I cannot get this data rolling out in Explore, and it is a requirement from the vendor! Any idea if this will be happening?

• Jay Kelley

  • 2019年09月18日 13:33

  I would agree.  This would be an important metric to improve staff performance.

• Adam Pepper

  • 2019年09月30日 10:52

  This is key for us, too.

  We need to be able report on which Agent replied to a ticket first, in order for 1st Reply Time to be a statistic we can learn from.

• Drey Tee

  • 2020年10月14日 15:01

  Totally agree with all commenters. Explore still lack such feature.
  Please prioritize the task to implement this faster

• Alex

  • 2021年03月12日 11:43

  Adding my name to this one. We'd like to be able to report on SLA status by updater - using assignee is the closest we can do, but it's not really useful at all.

• Kenneth Chan

  • 2021年04月28日 19:23

  Bumping this as well. Is there a way I can create a report in explorer to track SLA achievement/breaches at the agent level?

• Aaron Henderson

  • 2021年06月23日 12:28

  Definitely hoping for this functionality. SLAs based on agent is something we really need to be able to find. Thanks!

• DL Zendesk Administrator

  • 2022年04月22日 10:16

  We do need a report about the SLA breach, hope your team considers building it up. Thanks

• Kévin Arnoult

  • 2022年06月02日 12:32
  • 編集済み

  Same here. We don't want to know which current assignee is behind a ticket with a breached SLA, we want to know who was the assignee at the time the SLA got breached 🙇

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