For our SLA reports, we need to calculate the uptime/downtime of our system in percentage.
Basically this means: The system uptime is 24h, as long there is no ticket open. When a ticket gets created, this reduces the uptime until the ticket gets solved.
I couldnt find anything helpful metric in Zendesk explore. I thought of calculating with the full resolution time.
The problem is, when there are multiple open tickets at a time, how can I avoid that these affect the uptime more than once?
Hi Daniel!
What you're describing sounds a lot like the backlog data set within Explore. This is the dataset that counts how many tickets are concurrently in a given status, but unfortunately it only records the number of tickets in a given status per day, and the information doesn't get more granular in time than once every 24 hours.
All other datasets look at the individual items being reported on (individual ticket data, etc) and wouldn't be useful for tracking how many tickets are in an unsolved state at a time.
Hope you're able to brainstorm a way to report on your desired metric, we'll be happy to answer any questions as you test!
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