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Monitoring SLA compliance


#1

Has someone setup some kind of report or query where you can see response time and time until the problem was solved (close request) for each request of a category?
I’m sure qwe are not the first which have to monitor times for a service level agreement. So far I checked the available reports, but no one can comply our needs.
Thanks for your help


#2

There’s not currently a speed to first response option, though this report is in an upcoming release. There is a time to resolution report which lets you filter by category.


#3

Time to resolution would be fine, but I would like to see these time in a list of all requests. Is this possible (maybe a DB quuery?)?


#4

There’s not a direct column to add for that, but you could add the open and closed times. You could then export to excel and crunch the numbers. A DB query would also work or using the API to build your own report would work as well. The columns of info are dtGMTOpened and dtGMTClosed, they are unix timestamps.


#5

We are currently looking at HelpSpot to replace Cerberus as our support system; and SLA monitoring by company (that can have one to many email addresses / people) and by individual case does matter.

In addition to reporting, being able to see any current case slip SLA also is important; though I do understand one can set up rule automation on escalation, but not all of our customers (which are companies first, then their people) have the same SLA.


#6

You know it is bad when you spell your own last name wrong :wink: It would be nice for an edit post feature in the forum area.


#7

I fixed it for you!

Sure, you can easily create different automation rules for different customers. Simply make the customer ID one of the conditions to be met.