Handle Time Calculation in Messaging - Frequently asked questions
Frequently asked questions
How is the Handle time metric calculated in Zendesk Messaging tickets?
The Handle time metric in Zendesk Messaging tickets is the time agents spend interacting with an end user on a messaging ticket. It is measured per ticket, not per agent. The handle time is calculated by aggregating the time between specific…
Does Handle time include idle time in Zendesk Messaging tickets?
Handle time can include idle time if certain conditions are met. If an agent sends a message and then 10 minutes go by without any messages, those 10 minutes are included in the handle time unless other pause conditions are met. However, if the…
Can Handle time be measured per agent in Zendesk Messaging?
Handle time in Zendesk Messaging is measured per ticket, not per agent. This means that if multiple agents work on the same ticket, the handle time is the total time spent by all agents on that ticket. To measure handle time per agent, you can use…
What happens to Handle time when a ticket is reassigned in Zendesk?
When a ticket is reassigned in Zendesk, the handle time continues to accumulate for the ticket as a whole, not for individual agents. The handle time is the total time spent by all agents on the ticket. If a ticket is reassigned from one agent to…
How does an end user's message affect Handle time in Zendesk?
An end user's message can affect Handle time by restarting the timer. When an end user sends a message to a Pending, On-hold, or Solved ticket, it reopens the ticket and restarts the handle time timer. Even if the agent is not available at that…
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