Impact of SLAs on Zendesk Report Data
How do SLAs affect my Zendesk report data?
SLAs, particularly the first reply time target, can significantly impact your Zendesk report data. The first reply time target starts when a ticket receives its first public comment from an end user, which can alter your average first reply time.
Understanding how SLAs work is crucial for accurate reporting. Changes in ticket interactions, such as receiving a first public comment, can lead to variations in your report metrics. Being aware of these factors helps you better interpret your data and adjust your reporting strategies accordingly.
More related questions
Why does my Zendesk report data change over time?
Your Zendesk report data may change over time due to updates in ticket statuses. When tickets are solved, reopened, or receive new interactions, these changes can affect historical data. For instance, if a ticket is reopened and resolved again, it…
How can I manage changes in historical data in Zendesk reports?
To manage changes in historical data, consider using scheduled and historical reporting features. Scheduled reports capture data at specific intervals, providing a stable view of your metrics. Historical reporting allows you to access past data…
What is the historical reporting feature in Zendesk?
The historical reporting feature in Zendesk allows you to access past data snapshots, providing insights into ticket updates over time. By using the Ticket Update History dataset, you can track specific changes, such as when a ticket was reopened…
What are some best practices for stable Zendesk reporting?
For stable Zendesk reporting, consider implementing scheduled reporting and monitoring ticket reopens. Scheduled reports capture data at regular intervals, providing a consistent view of your metrics. Monitoring reopened tickets helps you adjust…
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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