As a part of our customer health evaluation, we need to be able to measure the % of zendesk tickets solved outside our SLA, in the last 90 days, and then feed this into our health score with the score moving in line with the %.
The challenge is that:
- In our ZD data, we know the number of minutes it took to solve a ticket but do not know whether SLA was met or not (unless manually calculated)
- We have 4 ticket priorities with different SLAs so there are 4 different scenarios determining whether a ticket’s SLA was met (e.g. SLA of Urgent tickets is 540 mins)
I believe Gainsight can calculate the % of tickets solved/not
solved with the SLA but can it also support the 1st step of identifying
whether SLA was reached or not? and if so, how best to combine these steps
together and feed them into one healthsocre measure, updated daily?
Thanks in advance!