Key Metrics for SLA Reporting in Zendesk
What are the key metrics for SLA reporting in Zendesk?
Key metrics for SLA reporting in Zendesk include First Reply Time, Requester Wait Time, Agent Work Time, and Ownership Time for group SLAs.
Metrics like Next Reply Time and Periodic Update Time are measured per instance, meaning they can be calculated multiple times per ticket. Understanding these metrics helps in creating accurate reports and improving support performance.
More related questions
What is a Service Level Agreement (SLA) in Zendesk?
A Service Level Agreement (SLA) in Zendesk is a policy that defines and measures the response and resolution times your support team provides to customers. On Enterprise plans, you can create group SLAs for internal teams. SLAs help prioritize…
How can I add SLAs to views in Zendesk?
To add SLAs to views in Zendesk, you can display SLA statuses in ticket views to monitor time left before breaches. Simply click the Views icon, select a view, and edit it. In the Formatting options, add a column for SLA or Group SLA, and order by…
Can I use SLA breaches in automations in Zendesk?
Yes, you can use SLA breaches in automations in Zendesk by setting conditions based on breach status. For example, you can use 'Hours since last SLA breach' and 'Hours until next SLA breach' to automate actions. On Enterprise plans, similar…
How can I report on SLAs in Zendesk?
You can report on SLAs in Zendesk using the SLA reporting dashboard, which provides insights into SLA performance. On Enterprise plans, a Group SLA dashboard is available. These dashboards help identify areas for efficiency improvements. You can…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
