SLA Ticket Report
From data to decisions: A deep dive into ticketing system reports
Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability and support ongoing improvement. These reports demonstrate how effectively support teams respond to and resolve tickets within the agreed-upon timeframes, which directly affects customer trust and satisfaction.
Key importance
Meeting customer expectations
Strong SLA processes help companies build confidence and trust by assuring customers that any issues they encounter will be addressed and resolved within specific, agreed-upon timelines. This ensures support teams provide consistent service quality.
Accountability and monitoring
SLA metrics help organizations set and track clear performance standards and address delays or service failures in a structured way. By measuring how many tickets meet or miss SLA targets, organizations can hold teams accountable, identify bottlenecks, and enhance productivity.
Reducing escalations
In a help desk context, SLA reports typically focus on the quantity and severity of tickets escalated due to delays or other policy violations. These components are essential for guiding support teams to prioritize urgent issues effectively, manage their time well, and ensure that tickets are addressed promptly.
Continuous improvement
Regular review of SLA reports reveals opportunities to improve operations and processes. This supports efficient and reliable service delivery to help retain and grow your customer base over the long term.
What are time-based reports?
Time-based reports enable us to track, measure, and visualize data for a specific period of time, which supports performance evaluation, identification of trends, and informed decision-making. They help businesses monitor efficiency, productivity, and overall operational effectiveness.
For instance, if a ticket was submitted on March 23 and the response was given on March 28, a manager can examine the details to determine the reason for the delay. Possible explanations could include holidays, an error made by a new agent who is still learning the process, or a spike in support requests. By pinpointing the cause, the manager can implement training focused on SLA processes, adjust workload distribution for agents, or arrange additional support during busy holiday periods to ensure that customer inquiries are addressed promptly in the future.
Availability: All paid versions
Specific attributes found in SLA reports
- Ticket ID: Zoho Desk identifies and distinguishes tickets using a unique reference number called a ticket ID.
- Subject: The ticket subject is typically a summary or description of the issue the customer is experiencing.
- Ticket owner: Owner of the ticket.
- Contact name: The customer's contact name.
- SLA name: The name of the SLA that was violated.
- Violated time: The data and time the violation occurred.
- Violation type: The type of violation occurred.
- Owner during the event: The owner of the ticket when the violation occurred.
- Team during event: The team the owner belonged to.
- Breach time: The time of the breach.
- Breach time (business hours): The time of the breach in respect to the business hours.
- Residual time: This timer displays the remaining time until a violation occurs.
- Residual time (business hours): This timer displays the remaining time until a violation occurs in business hours.
- Priority: The priority status typically indicates the urgency of the tickets.
- Status: The status of the ticket.
- Status during event: The status of the ticket at a particular point in time.
- Channel: The channel through which the ticket was submitted.
Improve SLA compliance with reports
In summary, SLA ticket reports play a foundational role in Zoho Desk management by fostering reliability, transparency, and ongoing improvement in service quality.
Please stay tuned for more articles in our Desk Reports series.
Regards,
Kavya Rao
The Zoho Desk Team
Also read:
Time-based reports
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Delete user profile
Hello, How can I delete a User Profile?Send emails directly via Cases module
Greetings all, The ability to send emails from the Cases module, which users have been eagerly anticipating, is now available, just like in the other modules. In Zoho CRM, Cases is a module specifically designed for managing support tickets. If your organizationIntroducing delegate signing in Zoho Sign
Hi everyone! We are happy to announce a new feature in Zoho Sign — Delegate Signing! Whether you're tied up in meetings, away on vacation, or managing multiple responsibilities, you can now assign a delegate to sign documents on your behalf. This ensuresDeleting Salutation Field
We have updated our lead input screen and 'Salutation' has appeared. This is not visible in the 'Edit Pgae Layout' screen so cannot be moved to 'List of Removed Fields' Salutation is visible in the list in 'Customization - Fields' however I can only 'Edit' or 'Replace' I cannot delete and I do not need this field on my lead input screen. Please can you advise how to get rid of this. Screen shots can be provided if needed. Thank you TashaZoho Voice VS in Zoho CRM for logging calls
I don't understand the differences between logging calls in Zoho Voice VS in Zoho CRM. Why the 2 separate platforms? Seems confusingUpdates to Auto-Upgrade in Zoho Campaigns
Hello everyone, We've rolled out a new update that slightly modifies how the auto-upgrade option in Zoho Campaigns works. Even if you hit the contact limit, this update ensures that your account is upgraded and that contacts are imported smoothly—withoutAdding Sub-Forms to Merge Documents
I am setting up a Mail Merge, which includes sub-form table data. I've done it before but now I am having issues: 1. The headings don't show. I had to enter these manually 2. The table lines are separated. I want them together. Anyone know how to fixZoho Bookings Online Training | July 31, 2025
Hi everyone! We’re back with the second session of our Zoho Bookings training series! This time, we’ll show you how to automate your scheduling, manage appointments more efficiently, and explore advanced features for your industry. Join our free, two-hourTranslation of Tooltip Messages
The descriptive help messages should be available to provide translations for.CREATE button is grayed
On Android adding new notes to notebooks with collections is impossible because the CREATE button is grayed. What can be done?Can Zoho Creator Apps have multiple actors and steps? Example
Mortgage Application App- Outside party fills out form via published website form, Inside party approves for additional documentation, outside party recieved requests for x, y, and z documents. Outside party submits x, y and z but z is wrong. InsideHow to download all attachments from inbox, send, other folders in one go
Hi All, Appreciate if anyone could help me with steps for below requirement. How to download all attachments from inbox, send, other folders in one go. Even mapping to new folder will help me. Thanks in advance.Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timersZoho Expense Reimbursement
I am using Zoho Expense for employee expenses. At year end I accounted for reimbursement for the founders' expenses by doing a manual entry between employee reimbursements and shareholder loan. All is correct in the balance sheet, but in Zoho expense the expense report totals are showing as owing still. It doesn't impact the books, but I don't want to see amounts owing. How can I zero these out? The only way I can see it is by creating a transaction in Books that pays the employee via a bankRequest to Delete Mistakenly Created Zoho Desk Account – Access Blocked to Company Directory
Dear Zoho Support Team, I hope this message finds you well. I am writing to request assistance regarding a Zoho Desk account I mistakenly created using my company email address. I created the account before being officially onboarded by my company, andIntroducing an AI-driven CAPTCHA for Help Center that offers improved accessibility and enhanced security | Zoho Desk | Product Update
Captcha protects your help center from fraud and abuse without creating friction. What is a CAPTCHA? CAPTCHA is a test used in computing to verify that a user is human by requiring them to complete a challenge. It helps prevent bot attacks and reduceAnnouncing new features in Trident for Windows (v.1.29.4.0)
Hello Community! Trident for Windows just got better! It’s packed with new features designed to enhance communication, manage important information securely, and give you a smoother, more productive experience. Let’s dive into what’s new! Access ZohoExporting Ticket Threads/Comments and Attachments in Reports
Hi, I would like to know is it possible for Ticket Comments and/or Attachments to be displayed in Reports?Product management across integrated apps
Hi everyone, I’m setting up my business for selling products and integrating CRM, Inventory/Books, Ecommerce, and other apps. Where should I load products for the first time so they reflect across all apps? And for updating prices or adding new products—whereCalculate Number of Days Between Two Dates
Can someone help me with how to create a field using the formula function to calculate the number of dates between a campaign start date and end date? The closest I have gotten is using the "Datecomp" function but it gives you the dates in minutes, ratherZoho Writer Docx files not able to be converted into Google Docs
Since July 23rd, I've encountered an issue where DOCX files exported from Zoho Writer no longer convert properly into Google Docs when uploaded to Google Drive. My workflow relies on generating merged DOCX documents from Zoho Forms using Zoho Writer templates,Schedule Campaign - Recipients Time Zone
Something seems to be wrong with the scheduling feature for scheduling campaigns to be deployed at a specific time to the recipients time zone. I scheduled campaigns twice to be sent at the recipients time zone and the campaigns are deploying at the wrong time. When communicating with Zoho support they said to make sure it was scheduled at least 24 hours in advance so we did this with our last campaign and it was still deployed at the wrong time. Anyone else having this issue?Zoho Vault App for Windows
Hello, is there a Windows app that can be used to access the passwords saved in Zoho Vault? Thank youZoho Cursor Jumping
Hi, Zoho Support, We received the below email for a bug when using Zoho on Firefox. Please let us know if there is anything that can be done to solve this issue. Have any other Zoho Mail users reported issues the past few days with Zoho auto-saving draftstomorrow option within the due date section and drag and drop into calendar
Firstly, thank you for creating such a well-designed and user-friendly to-do list app. It’s almost perfect for my needs, but I wanted to offer a couple of suggestions that I believe could significantly enhance its usability, particularly for those wholow quality videos
when in puplish videos or reel in social media platforms it pulished in low qualityUsing Zoho Forms vs Zoho Survey
Hello - I'm looking for advice on whether to use Zoho Survey or Zoho Forms for our small non-profit. We have a Zoho One subscription, so have access to both. The main use case at the moment is application forms for our professional development programs.Kaizen #200 - Answering Your Questions | Authentication using Zoho CRM Python SDK
We’re incredibly excited to bring you the 200th post in our Kaizen series! This journey has been as much about listening as it has been about sharing. And today, we’re making both count. Over the past few weeks, we’ve collected your feedback through theZoho CRM sync
Just wondering if the plan is for the Zoho CRM implementation to always be just an import and not a sync? At the very least, a one-way sync that kept the data in Tables up-to-date would increase the amount of usecases, but ideally the option to two-wayAdd serial number in print page list
How can i add serial number in print page for every entries?Trying to Delete records from Creator not found in CRM
Hi, In the following script, I am trying to delete records from Creator not found in CRM, but I am getting the error message "Error at line number: 55 Improper Statement Error might be due to missing ';' at end of the line or incomplete expression". PleaseCan't login to Zoho mail
I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a fewREST API for Branch and Budget
Hi Team, Can you please guide me with the appropriate rest API documentation for fetching Branch and Budget details?STOP FRAUDULENT TRANSACTION IMMEDIATELY
I DID NOT AUTHORIZE THIS TRANSACTION OR RENEWAL, STOP IMMEDIATELY CHARGING MY CARD I CAN NOT CONTACT SUPPORT, NO ONE IS AVAILABLE ON CHAT PAYMENT ID RPCW2003260759193Best way to handle a credit card download fiasco
Hi there, hoping that someone knowledgable with book keeping can give me the answer here. One of my credit cards has been integrated with Zoho books and we have been downloading transactions with no issue. The credit card got compromised and was usedWhen Opening Zoho Mail I always get a Tab with an error (See attached image)
Everytime I open Zoho mail I get this. It is trying to open a deleted email. I already tried going to Settings > While Starting up Changed that option back and forth but this persists. Its annoying. Other than that I love this. Any help would be appreciated.Pre-Registration - Suggestion
Suggest to add a Pre-Registration feature for non-scheduled events. Scenario is that we have a training academy and would like to collect pre-registrants prior to an actual scheduled event so we can use this as a basis for demand management and scheduling of new events for those expressing interest.Not all messages showing in folders in iOS mail.app
I have a bunch of emails filed in various folders. Those folders are showing all of the emails in them on Zoho.com and in the Zoho Mail app on my iPhone and my iPad. They also all show up fine in Mail.app on my Mac. The problem is that certain (not all)Where do the 'Archived' mails go?
I have hit 'Archive' on quite some mails I still needed, but didn't want in my inbox anymore. I obviously thought 'Archive' is not the same as 'Delete', since they don't even pass the trash folder this way, and right now I was looking for one of thoseSignature image size changing on replied emails
Hi, Sometimes I see the size of the image I use as signature changes when I open replied emails. Do you know why is this happening? It doesn't seem to happen when I send emails to Gmail though. Signature should look like in attachment "Signature_normal.jpg"Next Page