Forum Discussion
Zendesk Service Level Agreement metrics
Is there any chance that we will get Zendesk SLA (Service-Level-Agreement) success/failure rates on a per-ticket level in the content pack? Or at least some global metrics on SLA-Performance?
This seems to me to be a very important metric to monitor, assuming they are setup properly in Zendesk and these metrics are available through the Zendesk API.
Hi MoorsTech,
Based on my research, the service content pack connects to Zendesk includes data below:
- Users (end users and agents)
- Organizations
- Groups
- TicketsAs on Power BI Service, we are not able to create a measure or calculated column to calculate rates, I would suggest you connect to Zendesk in Power BI Desktop and calculate the rates. Then publish the report to Power BI Service.
Reference:
Zendesk content pack for Power BIIf you have any question, please feel free to ask.
Best Regards,
Qiuyun Yu
3 Replies
Hi MoorsTech,
Based on my research, the service content pack connects to Zendesk includes data below:
- Users (end users and agents)
- Organizations
- Groups
- TicketsAs on Power BI Service, we are not able to create a measure or calculated column to calculate rates, I would suggest you connect to Zendesk in Power BI Desktop and calculate the rates. Then publish the report to Power BI Service.
Reference:
Zendesk content pack for Power BIIf you have any question, please feel free to ask.
Best Regards,
Qiuyun YuHi,
You can also pull all ticket metrics (see list of fields here: https://aserve.atlassian.net/wiki/spaces/PBCFZ/pages/2562523184/Data+Schema ) with the help of Power BI Connector app.
BR,
Liuba
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@RizqRevolution
