# Zendesk SLA and backlog dashboard examples

Service desks don't usually fail suddenly — they drift. A few tickets age out, response times slip, and then breaches start arriving in clusters. This dashboard makes that drift visible early, with SLA performance, breach risk, and backlog trends on one screen.

### Zendesk SLA and backlog dashboard

### What’s on the dashboard

**SLAs past 14 days (breaches by group)**  _What it shows:_ breach count by group (Service Desk L1/L2, End User Compute, Identity & Access, Workplace Ops, HR Ops).  _Why it matters:_ turns “we’re missing SLAs” into “this is where it’s happening.”

**Breaches over time (bar/column chart)**  _What it shows:_ daily breach volume over the last 14 days.  _Why it matters:_ highlights clusters and whether you’re trending up or recovering.

**Compliance (big number)**  _What it shows:_ SLA compliance percentage (for example: 90.6%).  _Why it matters:_ executive-friendly signal that still maps to operational reality.

**Nearing SLA breach (table)**  _Columns:_ ID, Priority, Status, Subject, Next SLA breach at (expressed as “in 14 minutes”, “in an hour”, etc.).  _Why it matters:_ this is the “do this next” list. It turns SLA management into prioritised work, not a retrospective.

**1-touch rate today (big number)**  _What it shows:_ percentage of tickets resolved with one reply/touch.  _Why it matters:_ a useful proxy for quality and efficiency — and it often drops when work gets more complex.

**Active breached (number tile)**  _What it shows:_ tickets currently in breach (not just “breaches today”).  _Why it matters:_ prevents breaches becoming a background statistic.

**Ticket volume (line chart: created vs solved)**  _What it shows:_ created and solved volume over time (multi-week view).  _Why it matters:_ tells you if the desk is structurally under-capacity (created > solved) or recovering.

### FAQ

**What’s the difference between SLA breaches and tickets at risk of breach?**  Breaches are already missed. “Nearing breach” is the work you can still save - and usually the most valuable widget on the screen.

**What’s a good SLA compliance rate?**  It depends on your SLA policy and business hours. Where teams get caught out is setting SLAs that don’t match capacity — then using “compliance” as a stick instead of a signal.

**Focus area:** SLA health, breach risk, and backlog trends for IT service desks.

**Who uses it:** IT service desk managers, reliability owners, and team leads.

**How often:** Throughout the day and in daily standups or weekly reviews.

**Data sources:** [Zendesk Support](/content/product/data-sources/zendesk-support/index.html)