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SLAs metrics update time

  • March 29, 2022
  • 5 replies
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A

Looking at the Ticket Metrics APIs, I could spot some of the SLAs dataset metrics and attributes and the question is: which is the relation between updated_at and, for example reply_time_in_minutes / requester_wait_time_in_minutes / on_hold_time_in_minutes ?

Which of the date fields represents the time axis used Zendesk Support / SLAs sheet ?

Thanks

    5 replies

    A
    • Alberto11
    • Author
    • March 30, 2022

    I would add that the SLAs dataset doesn't seem to be historicized, in fact for each ticket you get one single update date, which means that a ticket and its metrics performance could "move" from one month to another.

    Am I wrong?

    How is the update_date field managed?

      C
      Hi Alberto,
       
      The updated_at value is simply the datetime of the latest update to the record itself.  It doesn't have a direct relationship to the metric values.  You can find a full breakdown of how the metrics are calculated and what they represent in Understanding what metrics you can measure.
       
      Best,
      A
      • Alberto11
      • Author
      • April 13, 2022

      OK @christopher53, thank you, but could you be more specific? When is a SLA dataset record updated?

      I'm not necessarily asking for a comprehensive explanation here, providing me with the relevant documentation, if there's any, would be enough.

      Thanks.

      C
      Sure thing.  The ticket metric record is updated whenever any of its properties are changed due to activity on the ticket.  So for example, a solved ticket reopening:
       
      • Increments the reopens count by 1
      • Sets the status_updated_at timestamp to the time of the ticket update where the status was changed back to open
      • Sets the solved_at and full_resolution_time_in_minutes values back to null (since the ticket is no longer solved)
       
      Best,
      A
      • Alberto11
      • Author
      • April 20, 2022

      So, going back to one of the original questions: where can I find the SLA update Date/Time I see in the Support SLAs dataset?

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