Why SLA Ticket Counts Differ in Reports
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 target.
A single ticket can have multiple SLA targets that are active, breached, and achieved at the same time. For instance, a ticket might have a first reply target that was breached and an agent response time target that is currently active. In this case, the SLA tickets metric counts it as one, while both Breached and Active SLA tickets count it as one each. This can lead to differences in the totals. For more details, you can refer to theoriginal article.
More related questions
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…
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,…
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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