Hi There!
I'm currently trying to build out a query that will tell me what hour of the day we have the most breached SLA tickets. I'm using the SLA dataset and using the breached SLA ticket metric but I'm not able to categories these tickets by what hour of the day they were breached. Is this possible? Thanks!
Hi @john58!
I usually use the built in Explore dashboard for Zendesk Support for this. The last tab, SLAs has some really cool stats in it, one of which is 'SLA target breaches by hour'.
I bet you could reuse one of the underlying queries from that dashboard, clone it and get a good start from that?
Hi @heather13! Thank you so much, this is exactly what I needed! When looking at this graph, I see that it uses the SLA update - hour attribute. Do you know exactly what this means and how it's pulled from a ticket? Thanks!
Hi @john58,
So glad to help! I think there's some weird stuff based on the account-set timezone vs you viewing it with your set timezone. I am pretty sure it adjusts. I would suggest pulling a ticket with a breach within the dates selected and comparing it.
Have a great weekend and happy Zendesking!
Sincerely,
Heather
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