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SLA Non-Conformance report

Related products:Freshdesk
  • May 17, 2016
  • 2 replies
  • 32 views
S
Apprentice

Hi Everyone, 


I am in process of evaluating Freshdesk for our helpdesk needs and although I am so far happy with all the features FreshDesk has to provide but am stuck at a stupid point. Hoping someone will help as FreshDesk support executive says it is not possible in the system 


We need a very simple report - 


List of tickets created during a specific period who do not conform to our SLA policies. Such tickets may have a status of "resolved" or "Closed" but as may be open tickets which are "Overdue". So basically a single list or report containing all the tickets who have breached SLA (either resolved or closed or still open)  


I am being told by the support executive that it is not possible in FreshDesk, which I find it hard to believe as any helpdesk system should provide Non-Conformance report. 


Any help here will be highly appreciated. 


Thanks,

Animesh    

2 replies

J
Community Debut

Did you ever find out a way to do this? We'd like the same feature either by figuring out how to do  a custom report or having it built in.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


With the new revamped reporting suite in Freshdesk, you'd be able to report on the Non-SLA compliant tickets and also drill down further to view the list of tickets right from the reporting window. Head over to the Helpdesk In-Depth report to find this out.



Cheers!



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