image for site

Calculating Business Hours for Ticket Fields in Zendesk

Learn how to calculate business hours for ticket fields in Zendesk using default duration metrics.

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites