SLA Breach by Priority

SLA Breach by Priority is the breakdown of SLA compliance or breach rates segmented by ticket priority level such as urgent, high, normal, or low. It shows whether your team protects high-priority work or treats all tickets equally regardless of impact.

Why SLA Breach by Priority Matters

Reveals whether urgent issues get the attention they deserve. High breach rates on critical tickets signal dangerous triage failures even if overall compliance looks acceptable.

How to Calculate

(Breached tickets at priority level / Total tickets at priority level) × 100, calculated separately for each priority.

In TicketBoard

TicketBoard helps you track sla breach by priority and related metrics from your Zendesk data. Connect your account for instant visibility.