[Explore] How to report on which agent breached FRT SLA | Community
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[Explore] How to report on which agent breached FRT SLA

  • May 13, 2022
  • 7 replies
  • 0 views
M

Hi,

Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs.

So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach.

However, this is only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid. 

I've searched the community and was surprised to see this doesn't appear to have come up before.

 

Many thanks!

      7 replies

      M
      • Mitchell12
      • Author
      • May 18, 2022

      Hi Ahmed,

       

      Thank you for response. I also raised a query with the Zendesk support team and they've confirmed it is not possible which I found quite surprising. Thank you for the Excel and API suggestion.

        Daniel60
        • Daniel60
        • June 6, 2022

        Hello Mitchell,
        This information you need if Zendesk does not provide it, you should generate it yourself.
        How do you do it?
        Create a series of ticket fields to contain the information you need (example: group at expiration, assigned agent, etc)
        Create an automation that controls the type of expiration of the SLA that you need (in your case the time of first attention).
        In this automation you must fill in the fields that you have created via a webhook that invokes the zendesk api, and in the json of that call pass the corresponding placeholders (example: {{ticket.group.name}}, {{ticket. via}}, {{ticket.assignee.name}} etc)
        When the authentication is true, it will be executed and will register those values in the ticket.
        Then it will be up to you to make the report by consulting those fields and you will get what you are looking for (assigned group, assigned agent, etc. the exact moment it happened)
        Tell me if you can do it.

        Sincerely!

          M
          • Mitchell12
          • Author
          • June 22, 2022

          Hi Daniel,

          That's super, thank you very much.

          Terry19
          • Terry19
          • June 2, 2025

          Is this still not possible?  Seems this would be a strong need to associate the SLA breach with the Assignee at that moment of time so that it can be used to consult with Assignees with frequent SLA breaches.

          Elaine14
          • Elaine14
          • June 14, 2025
          Hi Terry,
           
          Thank you for your follow-up on this topic. Associating SLA breaches with the specific Assignee is indeed crucial for improving accountability and performance tracking.
           
          While I understand that this feature is not currently available, I encourage you to keep an eye on updates from Zendesk and participate in the community discussions. Your feedback on this issue is essential, and it helps highlight the need for such functionality.
           
          If you have any additional thoughts or ideas, feel free to share!
          M
          • Mohamed11
          • September 21, 2025

          I completely agree with this point — this feature is very important for accurate SLA reporting.

          Currently, only being able to see the current assignee or group makes the data misleading, especially in cases where tickets are reassigned multiple times before resolution. What we really need is visibility into the assignee or group at the time of breach, so we can identify where accountability lies and take corrective action.
           

          Without this, SLA breach reporting loses much of its value, as it doesn’t reflect the actual team or agent responsible when the breach occurred. I believe this is a critical feature Zendesk should consider adding.

          Brett13
          • Brett13
          • Community Manager
          • September 25, 2025

          Hey everyone, appreciate you taking the time to share your feedback with us!

          I would recommend sharing this in our Feedback - Reporting and analytics (Explore) topic so our product managers have visibility as that is the primary place they monitor for your feedback related to Analytics/Explore.

          I hope this helps!

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