Overview:
We need the ability to report on which agent or group was assigned at the time of a First Reply Time SLA breach, not just the current ticket owner. This affects admins (for accurate SLA reporting), team leads (for accountability), and agents (for fair performance measurement). At present, Zendesk only shows the current assignee or group, which becomes inaccurate when tickets are reassigned multiple times before resolution.
What problem does this solve?
It solves the problem of inaccurate SLA reporting by ensuring the right agent or team is identified at the time of breach. This is critical for analyzing performance, identifying training needs, and holding the correct group accountable.
When were you last affected by this? How often does it happen?
This happens regularly because our tickets often pass through multiple reassignments before closure. For example, a ticket might breach under one team but end up closed by another, making it appear in reporting as though the wrong team or agent caused the breach. This misrepresents SLA compliance and affects performance evaluations.
Workarounds?
Currently, there is no effective workaround. Our only option is to manually review ticket event logs to try and identify the assignee at the time of breach, which is inefficient and not scalable.
Ideal Solution:
Enable reporting that captures and exposes the agent and/or group assigned at the exact time of the First Reply Time SLA breach. This could be a new field available in Explore datasets, allowing admins to slice SLA breaches by the correct owner at the time of breach instead of the current assignee.
