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SLA breaches by priority

Track SLA breaches by priority from your Zendesk tickets export. Compare first reply time with the target, then group the results by priority.

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Someone typed

“show zendesk tickets by priority for the last 8 weeks, compare first reply time to the zendesk first reply target, and show tickets, breaches, breach rate, and status: Agrees if breach rate is under 15%, otherwise High breach rate”

The agent read it as

Show Zendesk tickets export by priority for the last 8 weeks, compare first reply time to the Zendesk first reply targets, and show tickets, breaches, breach rate, and status: Agrees if breach rate is under 15%, otherwise High breach rate

What the agent built

4 steps, each one an ordinary Mammoth step you can open and change.

File

Zendesk tickets export

CSV export · 40 rows

File

Zendesk first reply targets

CSV export · 4 rows

Step

Make target priority key

Step 1

Step

Keep tickets from last 8 weeks

Step 2

Join

Add reply targets

40 of 40 paired

Step

Summarize breaches by priority

Step 4

Result

Zendesk Reply Breaches

4 rows · 2 flagged

Schedule

Runs when you say

Proposed

File
Zendesk tickets export
CSV export · 40 rows
File
Zendesk first reply targets
CSV export · 4 rows
Step
Keep tickets from last 8 weeks
Step 2
Step
Make target priority key
Step 1
Join
Add reply targets
40 of 40 paired
Step
Summarize breaches by priority
Step 4
Result
Zendesk Reply Breaches
4 rows · 2 flagged
Schedule
Runs when you say
Proposed

Checked on the sample files: every step ran, 4 rows came out, and the join paired 40 of 40 rows.

Download Zendesk tickets export sample (40 rows)Zendesk: Tickets > Views > Export CSV
Download Zendesk first reply targets sample (4 rows)Zendesk: Admin Center > Objects and rules > Business rules > Service level targets > Export

What you get back

The result of that run, the rows to look at first.

Zendesk Reply BreachesSample data4 rows

2 agrees2 high breach rate

Priority	Breaches	Breach rate (%)	Status	Average first reply time (min)	First reply target (min)
High	2	20	High breach rate	176.80	240
Urgent	2	20	High breach rate	42.10	60
Low	1	10	Agrees	1,150.70	1,440
Normal	0	0	Agrees	309.30	480

4 rows in the result. Sample data: illustrative figures, not business results.

How do you count support tickets that breached first reply targets by priority?

Export your Zendesk tickets and first reply targets, then load them into the workflow. It keeps tickets from the last 8 weeks, matches each ticket to its priority target, and counts tickets, breaches, breach rate, and status by priority.

How it works

How to use the Zendesk Reply Breaches workflow

1Get early accessWe invite people in small batches, job by job. You'll land on this workflow, already built and checked on the sample files.
2Swap in your exportsUpload your own files as they come out of your tools. The agent checks the workflow on your rows.
3Change it in words, then turn it onSay what to change and see the new result before anything saves. Then choose when it runs.

Zendesk Reply Breaches: questions

What export should you use?

Use a tickets export from Zendesk, plus the first reply targets if they are kept in a separate file. The workflow reads exported rows, then compares each ticket against the target for its priority.

What happens to tickets that do not match a priority target?

They are left out of the matched breach summary unless you add a rule for them. You can decide whether to keep them, label them, or remove them before the final count.

How do you change the rules?

Edit the words in the steps, such as the date range, the target field, or the breach threshold. You can also change the status rule, for example by using a different breach rate cutoff.