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Feature
Plan
Ticket drill-downGarden +
Custom drill-downEstate +
Custom property widgetEstate +


Tickets first responded within SLA % (First response SLA %) is the percentage of tickets whose first responses were sent within the SLA.


The Tickets first responded within SLA (First response SLA) widget in the Helpdesk Performance report shows the break up of first response SLA % based on various ticket properties. Only the tickets whose first responses were sent during the selected time period will be taken into account. 


Tickets first responded within SLA % (First response SLA %) = % of Number of tickets whose first responses were sent within the SLA divided by the total number of tickets whose first responses were sent in the selected time period.


Ticket filters

The Helpdesk Performace 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 Twitter tickets that violated first response SLA.


Tickets first responded within SLA % split by Source

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


Tickets first responded within SLA % split by Priority

This widget shows the tickets first responded 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 first responded within SLA % split by Type

This widget gives you the tickets first responded within SLA % for different types. You can find out if SLA violations happen for a specific type and see if you can have your Knowledge base updated or even revisit your SLA setup.


Tickets first responded within SLA % split by Custom Properties

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