What it does
Visualizes response/resolution SLAs across teams, highlighting breaches and trends for ops leadership.
Why I recommend it
SLA tracking is often buried in spreadsheets. A dedicated dashboard keeps teams accountable.
Expected benefits
- Immediate visibility into SLA breaches
- Data-driven staffing decisions
- Better customer satisfaction
- Executive-friendly reporting
How it works
Collect ticket metrics (created, responded, resolved) -> Looker model calculates SLA compliance -> dashboard displays by team/priority -> scheduled Slack/email digests share updates.
Quick start
Build prototype in Sheets to validate metrics, then port to Looker.
Level-up version
Add drill-downs to ticket links, forecast SLA risk based on backlog, and integrate with PagerDuty for alerts.
Tools you can use
BI: Looker
Support: Zendesk, Freshdesk, Salesforce Service Cloud
Automation: dbt, Fivetran
Also works with
Customer onboarding SLAs, IT service delivery metrics.
Technical implementation solution
- No-code: Looker Studio quick build + scheduled emails.
- API-based: Warehouse + LookML + Slack bot for alerts.
Where it gets tricky
Ensuring consistent SLA definitions across teams, handling time zone differences, and updating logic when processes change.
