SLA Inquiry | The place for Zendesk users to come together and share
Skip to main content
O
OmarKhaled22
Newcomer
June 29, 2026
Question

SLA Inquiry

  • June 29, 2026
  • 4 replies
  • 82 views

Hello,
Is there a way or any existing Metric to calculate the SLA from First Assignment to First Public Reply as attached below? as the current SLA is being calculated from the time the ticket is assigned to the Queue and not to the agent as it might remain New for some time before it is being assigned to an agent which still being counted towards the agent once it is assigned to him.

Attached screenshots for your reference.
 

 

      4 replies

      Vancouver
      Vancouver
      Contributor
      June 29, 2026

      Hey ​@OmarKhaled22 

      I think you can implement this by adding one of the following Conditions under the SLA:
       


      That was the SLA only activates on tickets with an Assignee or tickets that have their status on Open, so it ignores tickets with no assignee or tickets on status New.

      You might have to work around this depending on your setup for following responses but it should work for First Reply Time at least.

        Andrei18
        Andrei18
        Newcomer
        June 29, 2026

        Hey ​@OmarKhaled22! 

        Not sure what channel do you have, but for Messaging you can calculate this easily by buidling a custom metric: First reply time - First assignment time.

        See more metrics here. https://support.zendesk.com/hc/en-us/articles/4724624097818-Metrics-and-attributes-for-Zendesk-messaging 

        Improve your Zendesk Ops with ZenOps (https://zenops.cx)
          O
          OmarKhaled22Author
          Newcomer
          June 30, 2026

          Thank you all for your replies.

          I was trying to do it for the Emails, as it is already there for the Messaging but was not able yo do it for incoming emails.

          Andrei18
          Andrei18
          Newcomer
          July 1, 2026

          Thank you all for your replies.

          I was trying to do it for the Emails, as it is already there for the Messaging but was not able yo do it for incoming emails.

          Hey! Same metrics are available for Tickets dataset as well! https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_sq4_mhq_4y

          Improve your Zendesk Ops with ZenOps (https://zenops.cx)
            Terms & ConditionsAccessibility statement