SLA’s in custom reports are very limiting. We support 2 types of technologies. To track which, we use Ticket Attributes. Product A or Product B. I want to run a report on how many tickets of Product A missed their SLA, simple.
I can’t though, when I create the report and select ANY SLA related filter, all ticket attribute filters are gone. Due to the complexity of the products our support teams heavily rely on Ticket Attributes and our customers rely on us to respond in a timely fashion.
How can this be resolved?
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Hey
Intercom’s SLA reporting allows you to filter by specific SLAs or teams and see metrics like first response time, next response time, time to close, and time to resolution. However, you cannot combine SLA filters with Ticket Attribute filters in the standard SLA or custom reports.
As a workaround, you may need to export ticket data and apply your own logic externally to analyze SLA breaches by Ticket Attribute, since the in-app reporting does not support this combination.
However I do totally understand where you're coming from here, this would be a super handy feature to have 💡
Definitely appreciate you writing in about this as the feedback drives how we build! I do know we are rolling out some new features soon and hope to see this one make the list 🤞
That being said, our product team spend a lot of time researching and working on features, so at the moment I don't have any information on if/when this feature might be implemented into Intercom. Whenever we do release new features, we'll announce it on the product changes page.
Hope this helps clear things up 😁
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