Understanding the SLA Tickets Metric in Zendesk
What is the SLA tickets metric in Zendesk?
The SLA tickets metric in Zendesk counts tickets that have an SLA target present, regardless of the target's status. This means it simply checks if any SLA target is applied to a ticket.
This metric is different from others like Achieved, Breached, and Active SLA tickets, which consider the status of the SLA target. Therefore, a ticket with multiple targets can be counted once in the SLA tickets metric but multiple times in other metrics based on the target statuses.
More related questions
Why is the number of SLA tickets different from the sum of Achieved, Breached, and Active SLA tickets?
The discrepancy arises because the calculation for each metric is different. The SLA tickets metric counts tickets if an SLA target is present, while Achieved, Breached, and Active SLA tickets metrics count tickets based on the status of the SLA…
How do multiple SLA targets affect ticket counts in Zendesk?
Multiple SLA targets can cause a single ticket to be counted multiple times across different metrics. This is because each target can have a different status, such as active, breached, or achieved. For example, if a ticket has a breached first…
Why might a ticket be counted in multiple SLA metrics?
A ticket might be counted in multiple SLA metrics because it can have several SLA targets with different statuses. Each target's status, such as active, breached, or achieved, determines how it is counted in various metrics. For instance, a ticket…
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