Create Zendesk Report: Average Resolution Time
How can I create a report for average ticket resolution time without pending or on-hold time in Zendesk?
To create a report for average ticket resolution time without pending or on-hold time, you'll need to use Zendesk Explore. Start by creating a new report and selecting the Support - Tickets dataset. Then, create a standard calculated metric using the formula:VALUE(Full resolution time (min)) - VALUE(Agent wait time (min)) - VALUE(On-hold time (min)). Add this metric to your report and set the aggregator to AVG to display average values. For more details, check out theoriginal guide.
More related questions
What skill level is required to create a Zendesk report for average ticket resolution time?
Creating a Zendesk report for average ticket resolution time requires an intermediate skill level. The process involves using Zendesk Explore to create a calculated metric and adjust settings to display the desired data. It typically takes about 15…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary tools and data within Zendesk Support to build and customize reports.
Why should I consider using MED instead of AVG for my Zendesk report?
Using MED instead of AVG in your Zendesk report can provide a more accurate representation of data by reducing the impact of outliers. While AVG calculates the average, MED calculates the median, which is less affected by extremely high or low…
What dataset should I select when creating a Zendesk report for ticket resolution time?
When creating a Zendesk report for ticket resolution time, you should select the 'Support - Tickets' dataset. This dataset contains the necessary ticket data to calculate and display resolution times accurately.
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