# 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

* <img src="https://fivetran.com/integrations/zendesk/resources/zendesk.svg" alt="" data-size="line"> 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)                     |


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://endash-guidance-docs.gitbook.io/cigro-data-templates/data-model-templates/zendesk-sla-policies.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.