We use SLA policies in order to manage different types of contracts. For example, high level contracts have more aggressive SLAs. SLA policies are helpful to differentiate and prioritize customers. Every month we need to consolidate the SLA achievement in order to prove to the customers that we have reached them. If we don't, customer has the right to ask for compensations.
It'd be great if Freshdesk can have a way to extract such report by default.
I think being able to extract reports or data to produce this type of report would be great for the chat with clients to show them the communication activity. It might help to show gaps in our intenral staff / processes / training, etc too. Or to provide solution articles on particular trends of issue if now related to internal issues.
Stephan van K
12 months ago
I wonder if the creators / team behind freshdesk even use freshdesk themselves.
It's a very bad product if there isn't even a way to filter on a custom customer field (f.i. company) to create SLA reports.
Now again, I have to get all the data out of the API (which does not provide every field, for instance "Closed time") and somehow create a report for this.
4 months ago
With the advent of Analytics - a refreshed version of Reports, you would be able to build your own custom reports for SLA compliance & violation and filter them for the different companies you have configured inside Freshdesk. Please do reach out to us for further help on Analytics. Filtering by custom Company fields is something that we're already working on and would be released shortly.