Create Metrics for Time Spent on Tickets - Frequently asked questions
Discover how to create metrics for tracking time spent on tickets. This page answers common questions about setting up and analyzing ticket work time metrics.
Frequently asked questions
How can I track the time spent on each ticket last month in Zendesk?
You can track the time spent on each ticket last month using the Time Tracking app and Explore in Zendesk. To do this, you'll need to create custom metrics in Explore. Start by using the Support: Updates history dataset, then add a filter for…
Can I report on the time agents spend on tickets for different time frames?
Yes, you can report on the time agents spend on tickets for different time frames in Zendesk. By using the Time Tracking app and Explore, you can adjust the query filter to select different time frames, such as a week or a month. This flexibility…
How do I see the time each agent spent on a specific ticket in Zendesk?
To see the time each agent spent on a specific ticket in Zendesk, you can use the Time Tracking app along with Explore. The article 'Time Tracking app: Metrics you need to be measuring' provides a recipe under 'Example 1: Ticket handling time by…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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