Today, Assembled can only track a single SLA target per queue and does not account for varying business-hour calendars or per-ticket SLA policies defined in Zendesk.
Zendesk users are able to manage multiple SLA tiers within a single queue, each using different local business-hour windows — for example, urgent tickets measured in calendar hours, while standard tickets pause during local business hours.
Assembled should allow users to:
• Ingest and respect Zendesk SLA policies at the ticket level (rather than only queue level).
• Calculate SLA timers according to local business hours defined per policy or per queue.
• Display SLA attainment and breach reporting within Team Performance and Forecasting modules.
This would allow customers to staff accurately and measure performance against the same SLA definitions used in Zendesk, rather than relying on manual SQL or Tableau workarounds.
Created by Shelton Wirth
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