To calculate the time tickets spend with a specific support group, you'll need to create a custom metric in Zendesk Explore. First, find the group ID by visiting your Zendesk subdomain's API endpoint for groups. Then, create a custom metric using this ID to measure the time tickets are assigned to that group. Use the 'Support - Updates history' dataset and add your custom metric to a report to see the results.
For more information, refer to the originalZendesk help article.
To report on the average time a ticket spends in each status, you can use Zendesk Explore's reporting tools. You'll need to create a report using the 'Support - Updates history' dataset. Add metrics for 'New status time (hrs)', 'Open status time…
To report on the duration tickets spend with multiple support groups, create a custom attribute in Zendesk Explore that identifies previous groups a ticket was assigned to. Use this attribute with the 'Field changes time' metric to calculate the…
To calculate the time a ticket sits with its last support group, create a standard calculated attribute to capture the last group assignment. Then, use the DATE_DIFF() function in a calculated metric to determine the time from the last assignment…
To report on the duration of custom ticket field values, first find the ID of the custom ticket field and the specific value you want to report on. Then, create a custom metric using this value to measure the time tickets spend with that field…