We've struggled significantly with this over the last week so I wanted to share in the hopes of saving others the same aggravations. Maybe Zoho might even see to fixing this or someone might come up with a brilliant solution!
We use various SLAs to specify required response and resolution times for Tickets. The total number of tickets that have violated SLAs in a specified time period can be viewed in the Zoho Desk provided (thus unedittable) SLA Dashboard in the Report module of Zoho Desk. Of note, this Dashboard counts SLA violating tickets based on the *SLA Violation time*.
We wanted to produce a Report that allows us to review the specific details for tickets that have violated SLAs in a specific period of time based on time violated. THIS ISN'T POSSIBLE.
You can produce Reports base on *ticket created time* but not on *SLA Violation time* - it is not an available option. Clearly Zoho is *tracking* SLA Violation date and time as their supplied SLA Dashboard shows aggregate figures for tickets violating SLAs but they don't make it possible for users to access that data.
As a result, when viewing agent performance - say weekly - you can see how many tickets have violated SLAs but it's extremely difficult to determine which specific tickets actually caused the violation so it's hard to review this situation and seek agent performance improvements.
Both attempting to use Zoho Analytics as well as seeking a Workflow or SLA field updating workaround have not been successful. So, if having the ability to review SLA violating tickets is important to you, you should know that isn't currently possible with Zoho Desk.