Create SLA Performance Report in Zendesk
How can I create a report to review SLA performance in Zendesk?
Creating a report to review SLA performance in Zendesk is straightforward with the right permissions and tools. You'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions.
To start, navigate to Explore and click the reports icon. In the Reports library, select 'New report' and choose the 'Support - SLAs' dataset. From there, you can create a Standard calculated attribute to define the intervals for your SLA metrics. Add the necessary metrics and attributes, apply filters for specific SLA metrics like First Reply Time, and choose your visualization type. For more detailed steps, check out theoriginal guide.
More related questions
What permissions are needed to create an SLA report in Zendesk?
To create an SLA report in Zendesk, you need specific permissions and access. You must have Zendesk Explore Professional or Enterprise and either Editor or Admin permissions. These permissions ensure you can access the necessary datasets and tools…
How do I customize SLA metric intervals in a Zendesk report?
Customizing SLA metric intervals in a Zendesk report involves creating a Standard calculated attribute. This allows you to define specific time intervals for your SLA metrics. In the report builder, access the Calculations menu and select 'Standard…
Can I report on different SLA metrics in Zendesk?
Yes, you can report on different SLA metrics in Zendesk by adjusting the filters in your report. While the default setup might focus on the First Reply Time, you can choose other SLA metrics as needed. In the Filters panel, add a filter for 'Ticket…
How can I visualize SLA performance data in Zendesk?
Visualizing SLA performance data in Zendesk can be done using different chart types available in Explore. Once your report is set up, you can choose a visualization type that best represents your data. For instance, you can use a column chart to…
What should I do if I encounter errors with SLA formulas in Zendesk?
If you encounter errors with SLA formulas in Zendesk, it's important to ensure you're using the correct dataset and syntax. Errors often occur if the formula is applied to the wrong dataset. Make sure you're working within the 'Support: SLAs'…
Why can't I see the SLAs dataset in Zendesk Explore?
If you can't see the SLAs dataset in Zendesk Explore, it might be due to the absence of SLA policies applied to your tickets. The dataset appears only when there are tickets with SLA policies. Ensure that your tickets have SLA policies set up. If…
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