Registry packagePublic

@rawctx/zendesk-sla

Zendesk SLA dimensions and compliance metrics — policy definitions, target configurations, breach events, and achievement rates for service level management.

OSISchema 1.0Domain customer-supportSource developer.zendesk.comOwner @pasar6987

Native (downloadable) · Latest 1.0.0 published Mar 4, 2026 · 2 datasets / 7 measures in the latest preview · Updated Mar 10, 2026

Snapshot

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Format

OSI

Latest release

1.0.0Published Mar 4, 2026

Origin

Native (downloadable)Managed directly in rawctx

Installability

DownloadableDirect rawctx snapshot download

Domain

customer-support

Owner

@pasar6987

Organization

Independent

Repository

Not linked

License

Apache-2.0

Visibility

Public

Tags

zendeskslaservice-levelcompliancebreachtargets

Schema preview

OSI 1.0

Model preview

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Models1
Datasets2
Measures7
Dimensions12
Relationships1
AI context1
models/zendesk-sla.osi.yamlAI context included
2 datasets7 measures12 dimensions1 relationships

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README

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@rawctx/zendesk-sla

Zendesk SLA Management — service level agreement policies and their real-time compliance tracking across first reply, next reply, and resolution time targets, segmented by ticket priority, with breach detection and achievement rates that enforce your support commitments.

Overview

Count
Datasets2
Dimensions12
Metrics7
Relationships1

Datasets

SLAPolicy

Service level agreement definitions specifying the time targets your support team commits to — organized by metric type (first reply, next reply, resolution) and priority level, with calendar vs business hour measurement options.

  • Dimensions: 7
  • Metrics: 0

SLAEvent

Real-time SLA compliance events tracking whether individual tickets are meeting, actively counting down toward, or have breached their applicable service level targets.

  • Dimensions: 5
  • Metrics: 7

Metrics

  • sla_first_reply_achieved_count — Number of tickets that met the first reply time SLA target
  • sla_first_reply_breached_count — Number of tickets that breached the first reply time SLA target
  • sla_resolution_achieved_count — Number of tickets that were resolved within the SLA resolution time target
  • sla_resolution_breached_count — Number of tickets that breached the SLA resolution time target
  • sla_compliance_rate — Percentage of tickets that met all applicable SLA targets
  • sla_first_reply_compliance_rate — Percentage of tickets meeting the first reply time SLA target
  • sla_resolution_compliance_rate — Percentage of tickets meeting the resolution time SLA target

Install

rawctx snapshot-download @rawctx/zendesk-sla

Source

Zendesk API Reference

Topology

Semantic graph

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Semantic Graph

Datasets 0 / Measures 0 / Dimensions 0 / Relationships 0

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