SLA tracking from your helpdesk’s CSV export
You do not need to change helpdesk, or wait for an integration, to track SLAs. If your helpdesk can export tickets to CSV, Metproof can work from that file. GLPI, Freshdesk, Zendesk and most other helpdesks can.
How it works
- Export. Download your tickets as CSV from the helpdesk.
- Map the columns once. Tell Metproof which column is the ticket number, priority, status, opening date, first response and resolution date. The mapping is saved for the next import.
- Apply the SLA. Each ticket is measured against its client’s policy, in the client’s business hours.
- Re-import whenever you like. Tickets are matched by their number, so importing again updates the ones that changed instead of creating duplicates.
What the file needs
- A unique ticket number.
- The priority, so the right target applies.
- The date the ticket was opened.
- The date of the first response and the resolution date, when they exist.
- Optionally, the time spent waiting on the client, so the SLA clock can pause.
When to move to a live feed
CSV is the quickest way to start and is enough for monthly reports. If you want the board to update during the day, the Team plan adds a webhook: your helpdesk sends each ticket to Metproof as it changes.
Try it with last month’s tickets
The free 30-day pilot works on your own data. Import one export and look at the client report it produces.