Hello,
Does anyone know of a formula that will provide a timestamp of when a ticket breached its full resolution SLA?
Zendesk Explore | SLA Breach Timestamp Calculated Metric/Attribute
So if we wanted to create a report showing the top 10 tickets which have been in breach the longest, this wouldn't be possible?
Hey David,
Yes this is currently a limitation of Explore as the actual timestamp of the breach is not something that is stored in Explore. I would recommend writing feedback on our product forums here for our product teams.
Yes this is currently a limitation of Explore as the actual timestamp of the breach is not something that is stored in Explore. I would recommend writing feedback on our product forums here for our product teams.
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There's no actual formula that we can use to get the timestamp of a breached ticket. However we can use the attribute SLA Update timestamp to get the data you want. Please refer to the screenshot below.
I have created a test query showing the timestamp of all breached SLA metric for my tickets. This should give you an idea on how to create a similar report on your own.
If you have followup questions, feel free to respond to this email and I'll be glad to help.
Cheers,
Dane
Zendesk | Customer Advocate