Zendesk: Sla Policies

Description

• Each record represents an SLA policy event and additional sla breach and achievement metrics. Calendar and business hour SLA breaches are supported.

Supported Data Sources

• Zendesk Support

Columns

Type	Name	Description
STRING	sla_event_id	A surrogate key generated from the combination of ticket_id, metric, and sla_applied_at fields
INTEGER	ticket_id	A ticket's unique identifier, it is automatically assigned when the ticket is created
STRING	sla_policy_name	The name of the SLA policy associated with the SLA metric
STRING	metric	The SLA metric, either agent_work_time, requester_wait_time, first_reply_time or next_reply_time
DATETIME	sla_applied_at	When the SLA target was triggered. This is the starting time
INTEGER	target	The SLA target, in minutes
BOOLEAN	in_business_hours	Boolean field indicating if the SLA target is in business hours (true) or calendar hours (false)
DATETIME	sla_breach_at	The time or expected time of the SLA breach event
DECIMAL	sla_elapsed_time	The total elapsed time to achieve the SLA metric whether breached or achieved
BOOLEAN	is_active_sla	Boolean field indicating that the SLA event is currently active and not breached (true) or past (false)
BOOLEAN	is_sla_breach	Boolean field indicating if the SLA has been breached (true) or was achieved (false)