Hi
I've been tasked to create a daily query that will highlight the next 10 tickets that are due to breach SLA that day. We have a large volume of outstanding tickets and are trying to work through, we would like to prevent as many tickets breaching as possible and have a team working through tickets that are due to breach so it would be handy to create a scheduled delivery of a dashboard containing this information.
Hi Gemma.
May I suggest creating a View for this team showing these tickets, then they can continuously surveil the tickets close to SLA breach.
Please reach out if you need further assistance.
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
Hi Gemma, and thank you Thomas!
To weigh in myself, I would say that Thomas' recommendation is going to be your most productive route. This is because Explore is meant to take ticket data and review it. You can, for example, report on overall SLA effectiveness and your success percentage, but you cannot use Explore to look at events that have yet to happen.
A View would be a great way to organize tickets that have applied Targets and keep track of which ones are about to pop.
All,
Only a view for next SLA breach does not work for us.
We need a dashboard to show and report the details of tickets which will be breached in next X days. This is very important for us that the report goes out to the stakeholders and they are able to take the right action on them.
Do we have any update if this feature is being planned to be baked into explore?
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