Gorgias SLA reportUpdated 2 hours ago

If you’ve set SLAs in Gorgias, the SLA report helps you track how consistently your team meets your service targets over time. It gives you a clear view of what’s working, where breaches happen, and which tickets or calls are driving results so you can coach teams, adjust staffing, or update SLA policies as needed.

Requirements

• Available on all Helpdesk plans
• All roles can view the SLA report
• Only Admins and Leads can download tickets

Review your SLA achievement rate

The SLA report provides an overview of how effectively your team is meeting your service commitments. It measures how many tickets are meeting your first response time and resolution time goals, and compiles the tickets that have breached your goals so you can easily review them to assess trends and opportunities to improve. To access the SLA report, follow the steps below:

1. From your helpdesk, click the Statistics icon in the main menu.
2. In the menu, locate Support Performance, then select SLAs.
3. Use the Tickets tab to review ticket SLA performance.
4. If you’ve set up Voice SLAs, click the Calls tab to review call SLA performance.

You can review the following SLA metrics at a glance from the SLA report:

• Achievement rate
  The percentage of tickets or calls that met the SLA policy during the selected timeframe.
• Tickets with breached SLAs (Tickets tab)
  The number of tickets that missed at least one SLA goal.
• Calls with breached SLAs (Calls tab)
  The number of calls that breached the Voice SLA policy.
• Achieved and breached tickets/calls
  A trend chart showing achieved vs. breached volume over time.
  
  

Understand your report

The achievement rate percentage at the top of your report is your top-level performance indicator. It answers the question: How often are we meeting our SLA? The number of tickets with breached SLAs answers the question: How many tickets did not meet our SLA goal?

The smaller number in red or green next to each of these values represents the change in the result compared to the previous period. The previous period will always match the current filters on your report.

When comparing the achievement rate over time, a higher percentage means your team is meeting your SLA targets more consistently, while a drop in this rate is usually a signal to review ticket volume, staffing, ticket routing, or to adjust your policy thresholds to something more attainable for your team.

For a more complete picture of your team’s performance, review the data from both the achievement rate card, and the tickets with breached SLAs card. For example:

• Week A: 90% achievement rate with 10 breached tickets means your team successfully answered 90 tickets
• Week B: 80% achievement rate with 100 breaches means your team successfully answered 400 tickets.

Although the achievement rate may be lower in Week B, your team still managed to successfully respond to an impressively high number of tickets.

Methodology

A ticket is counted as achieved only when all the SLA metrics in its policy are met. If you have a policy that measures both first response time and resolution time, a ticket that meets one goal but not the other will not be counted as achieved. If first response time is met but the ticket is still open, the ticket is considered pending for resolution time and is not included in the calculation yet.

In the SLA report, a ticket’s breached or achieved label is determined by the latest SLA status in the selected date range. If a ticket has been closed within the date range and meets your resolution time goal, it can appear as achieved. If that same ticket later reopens and is closed after the resolution goal, it will be counted as breached when you filter to a later range that includes the later ticket close event.

When tickets are merged, the ticket that keeps the URL (target ticket) will be counted in the SLA report, and the deleted source ticket will not.

Filter your SLA report

Filtering helps you focus on the exact policy, channel, or timeframe you want to evaluate, instead of looking at account-wide averages. You can use filters to compare performance across teams, agents, channels, or queues, and isolate specific problem areas — for example, does a specific channel have a high volume of breached tickets that’s pulling down your average?

1. From your helpdesk, click the Statistics icon in the main menu.
2. In the menu, locate Support Performance, then select SLAs.
3. Select either the Tickets or Calls tab.
4. Click the filters at the top of the report to adjust the Date, SLA Policy, or Aggregation.
5. Click +Add filter to filter by an additional dimension.
   
   

Create saved filters

Using saved filters ensures that you’re monitoring your metrics with consistent filtering. By saving a filter, you can quickly access a focused view of your SLA performance without reapplying filters, which can be useful for validating whether a process change has improved SLA outcomes, or can be a key part of your weekly operational review.

1. From your helpdesk, click the Statistics icon in the main menu.
2. In the menu, locate Support Performance, then select SLAs.
3. Select either the Tickets or Calls tab.
4. Click Apply Saved Filter, then select Create Saved Filters.
5. Give your filter a name, then click +Add Filter and select your filtering dimensions.
6. Click Save.
   
   

Review tickets in the achievement rate calculation

The achievement rate card and the tickets with breached SLAs card will dynamically update to reflect the filters you’ve applied to the SLA report. You can click the number on each card to open a drill-down into each of the tickets included in the calculation. The achievement rate card drill-down shows tickets that were counted in the calculation of the achievement rate percentage, with each ticket labeled as either achieved or breached. The drill-down for the tickets with breached SLAs card shows every ticket that breached an SLA policy.

Access and download tickets

You can select any ticket from the drill-down to open and review it to determine the root cause of an SLA breach. Analyzing breached tickets can reveal operational gaps like workload imbalances, or highlight areas where your agents may need additional training. You can download a CSV of the tickets included in the calculation for additional details on the tickets included in the dataset that you can sort, filter, and analyze outside Gorgias. This allows you to perform a deeper analysis on your SLA data, and provides the option to isolate tickets that breached one, but not both conditions of an SLA.

1. From your helpdesk, click the Statistics icon in the main menu.
2. In the menu, locate Support Performance, then select SLAs.
3. From the Tickets tab, click the number value on either the Achievement rate or Tickets with breached SLAs card.
4. Review the ticket list and SLA labels directly in Gorgias, or click Download all tickets.
5. Check your email to access your download.
   
   

FAQ