Passer directement au contenu principal

Nouveau

BreachLedger

Review historical first-response SLA breach ownership with Zendesk evidence.

Pas de notes

Laisser un avis

Fonctionne avec

Support

Développeur

Montclar

About this app

Montclar builds focused tools that help support teams review operational evidence inside the software they already use.

BreachLedger helps Zendesk Support administrators review historical first-response SLA breaches. It reconstructs the assignee, group and ticket status at the breach timestamp using Zendesk ticket metric events and ticket audits, so later reassignments do not obscure historical ownership.

What BreachLedger does:

  • Reviews a specific ticket by its ID.

  • Finds candidate tickets from recent exported first-response metric events.

  • Shows historical and current assignment, breach timestamps, metric event IDs and relevant audit IDs.

  • Labels uncertain results as ambiguous or incomplete rather than presenting them as verified.

  • Downloads selected evidence as a JSON file without ticket comment bodies.

Scope and limitations:

BreachLedger currently reviews first-response SLA only. Recent event search covers events returned by Zendesk since the export start date; it is not a complete report of every breach whose target timestamp occurred in the last seven days. Historical assignment is evidence of ownership, not a determination of personal fault.

Customer data and privacy:

The app uses Zendesk App Framework requests with the signed-in administrator's existing Zendesk access. It reads ticket metric events, ticket audits, ticket assignment/status and user/group names to reconstruct and display evidence. It does not modify tickets. Analysis is performed in the app session; the app code does not transmit ticket data to a Montclar backend or third-party analytics service. Zendesk's framework SDK is loaded from Zendesk's CDN. Selected JSON evidence is downloaded only when the administrator requests it; protect downloaded evidence according to your organization's access and retention policies. The exported evidence excludes ticket comment bodies. No separate API token is required.

Privacy policy: BreachLedger Privacy Policy.

Support: support@montclar.app.

Détails de l’application

Comment l’installer

  1. Sign in to your Zendesk Support account as an administrator. Your account must provide first-response SLA metric events and ticket audit history for the tickets you want to review.

  2. Install BreachLedger from the Zendesk Marketplace and, in Admin Center > Apps and integrations > Apps > Zendesk Support apps, restrict access to administrators.

  3. Open Zendesk Support and select BreachLedger from the navigation bar. This is a navigation-bar app, not a ticket-sidebar app.

  4. Wait for the app to display your Zendesk account and Ready. It uses your existing Zendesk session; no external account, API token or additional app settings are required.

  5. For your first review, enter a known ticket ID and select Review ticket. Alternatively, select Search recent events to find candidates in the recent metric-event export.

  6. Select a result to inspect historical assignee, group, status, timestamps and supporting event/audit IDs. Check whether the result is verified, ambiguous or incomplete.

  7. If needed, select Download evidence JSON to save evidence for the selected result. Handle that file according to your organization's privacy and retention rules.

  8. If the app reports insufficient permissions or unavailable history, confirm you are using an administrator account and that the relevant SLA events and ticket audits are accessible. Contact support@montclar.app if you need help.

Laisser un avis

Partagez votre expérience avec le reste de la communauté Zendesk

.zendesk.com