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Rules and service targets

Read SLA reports and export data

Measure workload, response performance and overdue tickets using the correct filters.

1 min readUpdated Aug 23, 2026

Read workload and SLA indicators inside one explicit period before exporting a static copy.

Before you start

  • Choose the period and operational question.
  • Confirm ticket status and assignments are current.
Ticket reports with period filters, service metrics, status distribution and SLA breaches.
Reports compare workload, response performance and breaches for the selected scope.

Read the service indicators

Compare ticket volume, status distribution, priorities and SLA breaches. First-response and resolution targets are calculated from the policy assigned to each ticket.

Export the filtered scope

Apply the period, team or status filters before exporting. An export is a snapshot of the current scope, not a live report.

Step by step

  1. Open Reports.
  2. Set the from and to dates.
  3. Review volume, status and priority distribution.
  4. Compare first-response, resolution and overdue indicators.
  5. Export only after confirming the visible scope.

Final check

  • The selected period answers the intended question.
  • SLA values come from the policy assigned to each ticket.
  • The export is treated as a point-in-time snapshot.
Tip: Open the underlying tickets before changing staffing or SLA policy from an aggregate alone.