Feature
 Plan
Ticket drill-down Garden +
Custom drill-down Estate +
Custom property widget Estate +


Tickets resolved within SLA % (Resolution SLA %) is the percentage of tickets that were resolved/closed within the SLA.


The Tickets resolved within SLA (Resolution SLA) widget in the Helpdesk Performance report shows the break up of tickets resolved within SLA % based on various ticket properties. Only the tickets that were resolved/closed during the selected time period will be taken into account. 


Tickets resolved within SLA % (Resolution SLA %) = % of Number of tickets resolved/closed within the SLA divided by the total number of tickets resolved/closed during the selected time period.


Ticket filters

The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can see which agent/group regularly violates the SLA.


This also lets you mix and match different properties and metrics. For example, you can see who handled the high priority tickets that violated the resolution SLA.


Tickets resolved within SLA % split by Source

This widget shows the tickets resolved within SLA % based on each source. You can quickly deep-dive into the SLA violated tickets created through time-sensitive sources like Facebook.


Tickets resolved within SLA % split by Priority

This widget shows the tickets resolved within SLA % for different priorities. You can find out the percentage of 'Urgent' and 'High' priority tickets that violated SLA and take immediate action.


Tickets resolved within SLA % split by Type

This widget gives you the tickets resolved within SLA % for different types. You can find out if there are constant SLA violations for a specific type of ticket and take necessary actions.

 

Tickets resolved within SLA % split by Custom Properties

This widget gives you the tickets resolved within SLA % for different custom properties. If you have multiple custom properties, you can choose any of them from the dropdown and see the resolution SLA % for the values in that property. Please note that custom text fields will not be available in the dropdown for the selection.