I looking for Attributes Ticket SLA in 1 Column in Explorer. Can someone suggest the metrics or function for this attributes.
SELECT # Tickets WHERE (((SELECT AVG(Ticket Open Time [AVG]) BY Ticket Id) <= 120 AND Ticket Priority = Urgent ) OR
((SELECT AVG (Ticket Open Time [AVG]) BY Ticket Id) <= 240 AND Ticket Priority = High ) OR
((SELECT AVG(Ticket Open Time - Business Hours [AVG]) BY Ticket Id) <= 480 AND Ticket Priority = Normal ) OR
((SELECT AVG(Ticket Open Time - Business Hours [AVG]) BY Ticket Id) <= 960 AND Ticket Priority = Low ))
Thanks
Hi!
My name is Giuseppe from Zendesk Support. I'd like to first apologize for the delayed response
I created a formula below that will display TRUE if any of conditions you provided are met, and FALSE otherwise:
Go to Calculations and choose Standard calculated attribute. Add your attribute name and use the following formula:
((AVG(Requester wait time (min)) <= 120) AND ([Ticket priority] = "Urgent")) OR ((AVG(Requester wait time (min)) <= 240) AND ([Ticket priority] = "High"))
You may use this in your queries that use Support: Tickets datasets.
If you're interested in SLA Queries, I suggest checking some of our SLA recipes such as Reviewing SLA performance - https://support.zendesk.com/hc/en-us/articles/360023884994-Explore-recipe-Reviewing-SLA-performance and Week over week SLA Percentage change - https://support.zendesk.com/hc/en-us/articles/360025293494-Explore-Recipe-Week-over-week-SLA-percentage-change
I also recommend checking out the Metrics and attributes list here - https://explore.zendesk.com/hc/en-us/articles/360001967507-Metrics-and-attributes-for-Zendesk-Support
Thank you!
Giuseppe | Customer Advocate
NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com