Zendesk Service Level Agreement metrics

[MoorsTech]

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.

[Syndicate_Admin]

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Thanks,

@RizqRevolution

@Syndicate_Admin 

[ltopchyi]

Hi,

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

[v-qiuyu-msft · Accepted solution]

Hi @MoorsTech,

Based on my research, the service content pack connects to Zendesk includes data below:

- Users (end users and agents)
- Organizations
- Groups
- Tickets

As 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 BI

If you have any question, please feel free to ask.

Best Regards,
Qiuyun Yu