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Ticket SLA (Service Level Agreement) reports are designed to track the tickets and handle them with predefined service time agreements (SLAs). The SLA (Service Level Agreement) is a predefined time frame within which a ticket must be resolved. SLAs can vary depending on ticket type, urgency, or custom definitions (e.g., hours, days). Not all tickets are subject to SLAs. If a ticket type doesn’t have an associated SLA, it won’t appear in SLA-based reports.

You have the option to switch the report view between the following modes, where both the graph and detailed data change accordingly:

  • SLA by Day of the Week: This report shows how many tickets meet or exceed their SLA deadlines on specific days. It aggregates data for each day, such as all Mondays, Tuesdays, etc., within the selected date range. This helps identify patterns where ticket performance may vary based on the day.
  • SLA by Hour: This report provides a breakdown of ticket performance with SLAs by hour. For example, it shows how many tickets exceeded their SLA at 6 AM, 12 PM, etc. 
  • Tickets Meeting or Exceeding SLA: This compares the percentage of tickets that either meet or exceed their SLA deadlines. Adding the two together should equal 100%, representing the full spectrum of ticket performance against SLAs.

These different views allow you to customize the report based on the aspect of SLA performance you require to analyze.

Filtering Tickets refers to the ability to narrow down or sort through tickets based on specific criteria using the options provided in a filter tool. This helps agents or managers focus on particular sets of tickets, making it easier to manage and analyze them.

If there are no comments by the agent, those tickets won’t appear.

The following are the Filter options:

  • Date Range: You can filter tickets based on a predefined period such as Today, One Week, Two Week, Three Week, One Month".
  • Custom Dates: Offers flexibility to choose specific start and end dates for filtering tickets. This is useful when analyzing tickets created or updated during a particular time frame. You can select up to 60 days.
  • Agent Teams: Filters tickets based on specific teams of agents, allowing you to see only the tickets handled by a particular group (e.g., Technical Support, Customer Service, etc.).
  • Agents: Filters tickets assigned to or created by individual agents. This helps track the workload or performance of specific agents.
  • Components: Allows filtering by specific components, such as different services or products within the system. It is helpful for larger organizations dealing with multiple offerings.
  • Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues (For example, urgent, billing, or bug).
  • Priorities: Filter tickets by priority levels (For example, low, medium, high, or critical). Helps agents focus on the most urgent or important tickets.
  • Ticket Types: Filters by the type of ticket, such as "Bug," "Feature Request," "Incident," or "Service Request." This helps categorize and manage different types of issues.
  • Time to Resolve (Hours): Allows filtering based on how long it took (or is expected to take) to resolve a ticket. This helps in tracking tickets that are nearing or exceeding service level agreements (SLAs).

These filters help improve efficiency by providing a customized view of the tickets based on the specific criteria you choose.

The following are the field descriptions in the TIcket SLA report table. These fields provide valuable insights into ticket performance to SLAs, enabling managers and teams to assess effectiveness, identify trends, and make data-driven improvements. Here are the descriptions for the report fields you provided:

  • Name: Refers to the name of the agent or team responsible for handling the tickets.
  • Ticket Closed within SLA:  Indicates the total number of tickets that were successfully closed within the established SLA time frame. 
  • Percent Tickets Meeting SLA: This represents the percentage of tickets that met their SLA deadlines compared to the total number of tickets considered. 
  • Ticket Exceeding SLA: This shows the total number of tickets not resolved within the SLA time limit.
  • Percent Tickets Exceeding SLA: Indicates the percentage of tickets that exceeded their SLA deadlines compared to the total number of tickets. 
  • Active Tickets within SLA: This refers to the number of tickets currently open that can still be resolved within the SLA deadline. 
  • Active Tickets Exceeding SLA: Displays the number of tickets currently open but have already exceeded their SLA time limit. 

The report provides both Table and Graph options, and you can choose how to view the data using a toggle button. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.

The available view options are:

  • Graph: Displays the data visually using graphs (e.g., bar charts, line graphs), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
  • Graph and Table: Shows both the graphical representation and the detailed table simultaneously. This option helps you compare the visual trends with the exact numerical data, providing a complete report view.
  • Table: Displays the data in a tabular format, listing the values for each field (e.g., updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.


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