Time tracking for SLA purposes

Technical assistance
1

Hi,
we’re evaluating moving to Zammad as our ticket/helpdesk system. I’ve set up the system, including Elasticsearch etc., and in general are pretty satisfied with what we see.

One feature one of our customers has requested is SLA reporting. From what I can tell, no actual time tracking with reporting seems to be available inside of Zammad at the moment, but before I try to implement it e.g. based on N8N or other, I thought I’d ask about it …

Our customer requested information (statistical is sufficient) on things like:

  • First reaction to a ticket
  • time spent until the ticket is resolved
  • SLA adherence
  • etc.

For features like time spent of course only the actual wait- and work-time are relevant, so a ticket set to “waiting for customer” would not accumulate any wait-time, until the customer reacts.

I know Zammad provides escalation etc. based on SLA timers, but this kind of documentation does not appear to be included anywhere.

Are such functions available anywhere, native, as a plugin or externally?

Thanks!

1 Like
2

Have you had any look at this portion of the documentation?

3

Maybe I’m overlooking something, but that is only docs about how to use Grafana to access the ElasticSearch database … ?!

4

You haven’t taken a closer look on the default dashboards ne provide for it no…? Because then you’d have seen that there’s a SLA portion that might already be what you’re looking for, with some further tinkering from your side.