SLA Compliance Report
The SLA Compliance Report measures whether your helpdesk tickets meet the response and resolution time targets you define.
Setting SLA targets
Enter your required response time and resolution time in minutes, then click "Build". You can also filter by category, priority, and date range.
- Response time is measured as the time between ticket creation and the first technician reply.
- Resolution time is measured as the time between ticket creation and the ticket being closed.
Dashboard
Once the report is built, it displays dashboard cards showing:
- Total tickets in the selected period
- Response SLA % — the percentage of tickets where first response was within the target time
- Resolution SLA % — the percentage of tickets resolved within the target time
The percentages are color-coded: green (90%+), orange (70-89%), and red (below 70%).
Visualization
A pie chart breaks down "Met" vs "Breached" counts for both response and resolution SLAs.
Ticket list
Below the chart is a sortable table listing each ticket with its actual response/resolution times and whether the SLA was met or breached.
Read more on other reports in the help desk app.