Calculating Business Hours for Ticket Fields in Zendesk
How can I calculate business hours for ticket fields in Zendesk?
To calculate business hours for ticket fields in Zendesk, you need to use the default duration metrics provided. Zendesk does not support custom metrics for business hours directly, so you should rely on the existing metrics like First resolution time, Full resolution time, and Requester wait time.
These metrics are available in the Support - Updates history dataset and are specifically designed to measure time in business hours. This approach ensures you can accurately report on ticket durations within the constraints of business hours. For further details, refer to theoriginal Zendesk article.
More related questions
Can I report on the duration of a ticket field using business hours in Zendesk?
No, you cannot report on the duration of a ticket field using business hours directly in Zendesk. Zendesk does not offer a pre-built metric for calculating the duration of a ticket field in business hours. Instead, any time duration calculations…
What are the default metrics for ticket duration in business hours in Zendesk?
Zendesk provides default metrics for ticket duration in business hours, which are useful for reporting purposes. These metrics include First resolution time, Full resolution time, and Requester wait time, all measured in business hours. These…
Is there a way to customize metrics for business hours in Zendesk?
Currently, Zendesk does not allow for customization of metrics specifically for business hours. Any custom metrics you create for ticket fields are limited to calendar hours only. For business hours calculations, you should use the default metrics…
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