Customizing Metrics for Business Hours in Zendesk
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 provided by Zendesk, such as First resolution time, Full resolution time, and Requester wait time, which are available in the Support - Updates history dataset. These metrics are designed to work within business hours, providing a reliable way to report on ticket durations. For more information, visit 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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
