Product updates

More Zendesk SLA metrics for improved SLA monitoring

We’ve added a range of new SLA-related metrics to our Zendesk Support data source, aimed at helping support teams meet and exceed their SLA targets through better real-time monitoring.

Get an up-to-date overview of the current state of play with a live list of Tickets nearing SLA breach, as well as metrics like:

  • Number of active SLA tickets
  • Number of active unbreached SLA tickets
  • Number of active breached SLA tickets

Monitor how effectively your team is meeting expectations, with:

  • % of SLA targets achieved
  • % of SLA targets breached
  • Number of SLA targets achieved
  • Number of SLA targets breached

…and keep an eye on specific SLA policies, with a list of SLA targets too.