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Create First Assignment to Resolution Report in Zendesk

Learn how to create a report in Zendesk Explore to measure the time from first assignment to first resolution of tickets.

How do I create a report for first assignment to first resolution time in Zendesk Explore?

Creating a report for first assignment to first resolution time in Zendesk Explore is straightforward. You'll need to use the report builder to calculate the average time between when a ticket is first assigned and when it is first resolved.

To start, navigate to Zendesk Explore and click the reports icon. In the Reports library, select 'New report' and choose the dataset 'Support - Tickets'. Then, create a standard calculated metric with the formula provided in the help doc. This metric will calculate the time difference in days. Once saved, add this metric to your report, set the aggregator to AVG, and configure the display format to show the result in days. For more details, check the originalZendesk help article.


More related questions

What skill level is required to create a first assignment to first resolution report in Zendesk?

Creating a first assignment to first resolution report in Zendesk requires a moderate skill level. This task involves using Zendesk Explore's report builder and understanding how to create and apply calculated metrics. You'll need to have Editor or…

Can I calculate first assignment to resolution time using business hours in Zendesk?

Currently, Zendesk Explore does not support calculating first assignment to resolution time using business hours. The calculation is based on calendar hours. While there is a business hours metric for resolution time, the first assignment time is…

Is it possible to get the first resolution time as a date in Zendesk Explore?

As of now, Zendesk Explore does not provide a direct way to get the first resolution time as a date. The current options do not support this feature. However, Zendesk is working on adding options similar to MIN/MAX that were available in Insights,…

How does 'First assignment to first resolution time' differ from 'Last assignment to resolution time'?

The 'First assignment to first resolution time' measures the time from when a ticket is first assigned to when it is first resolved. In contrast, 'Last assignment to resolution time' measures the time from the last assignment to the ticket's…

Can I track time between multiple assignments and resolution in Zendesk Explore?

Currently, Zendesk Explore does not natively support tracking time between multiple assignments and resolution. You might need to create a custom metric for this purpose. While there are articles on tracking ticket assignments and reassignments,…

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