Issue(s)

An SLA card, row, or target status differs from the result you expected.

Environment

  • You can access SLAs and identify the affected ticket, target, or report scope.

Cause(s)

  • The page and SLA Targets table may use different filters or time windows.
  • A ticket can have several SLA metrics with different states.
  • The Zendesk target or ticket update may not yet be reflected in the selected report.

Diagnostic

  1. Record the Brand, Group, date range, policy, metric, and status filters.
  2. Open the target row for the ticket and compare each SLA metric separately.
  3. Compare the ticket’s current SLA policy and target history in Zendesk.
  4. Check report freshness and refresh; if still inconsistent, send support the ticket, target, time, and filters.
Note: Check the scope

Compare target-level records before inferring that an aggregate card is incorrect.