Reporting in Explore to show the "SLA History" of a ticket

I would like to be able to track the SLA history of a ticket. Something like:

Ticket 12345

First Reply Metric Entered, 03/26/2024 9:15 AM

First Reply Metrice Success (i.e. first reply was sent) 03/26/2024 10:00 AM

Customer Replied 03/26/2024 10:05 AM

Next Reply Metric Entered, 03/26/2024 10:05 AM

Next Reply Metric Failed, 03/28/2024 10:06 AM

Agent Replied 03/28/2024 11:30 AM..

Etc.

Anybody have any way to make this happens? The above format is not firm…I'm open to anything that makes it easy to see what happened.

Hey Mineral Tree Support -

Outside of the Updates History dataset, you could leverage Sweethawk's SLA Timer: https://sweethawk.com/zendesk-timers-sla-ola-deadline-reminders-workflow-app - That should get you most of the way to what you are trying to achieve.

Brandon

Oh, good to know. I was also looking for a solution of that topic.

Thanks, Brandon.

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