Calculating Business Hours Duration in Zendesk
Can Zendesk calculate time duration in business hours?
While Zendesk provides metrics like Open status time, it does not natively calculate time duration in business hours within the Support: Ticket updates dataset. Business hours metrics are available in the Support: Tickets dataset. For calculating durations in business hours, you might need to export data and perform calculations externally, such as in Excel, to exclude weekends and holidays.
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