Is there any way that we can have a report that drills down on SLA
breakages? We can see the breaks as a percentage – but we aren’t able
to drill down and see which tickets were the cause of the break.
We need to be able to report to our clients on what SLA breakages occurred and why.
Regards
Secha
i would expect this to be a default option, I was shocked to find out that the % in reports is only for resolution SLA and I have since found out that the response time SLA is not even logged in the database for reporting!!!!
+12Hello Folks,
You'd have noticed this option by now but just thought I'd write it anyway. With the revamp of our reporting structure early last year, you'd now be able to drill down the tickets that contributed to each metric. Here's a screenshot of this option available on the Helpdesk In Depth report :
You can read more about this report here : https://support.freshdesk.com/support/solutions/articles/213166
Cheers!
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