How to Report on Field Duration - Frequently asked questions
Frequently asked questions
How can I report on the average time a ticket spends in each status?
To report on the average time a ticket spends in each status, you can use Zendesk Explore's reporting tools. You'll need to create a report using the 'Support - Updates history' dataset. Add metrics for 'New status time (hrs)', 'Open status time…
How do I calculate the time tickets spend with a specific support group?
To calculate the time tickets spend with a specific support group, you'll need to create a custom metric in Zendesk Explore. First, find the group ID by visiting your Zendesk subdomain's API endpoint for groups. Then, create a custom metric using…
How can I report on the duration tickets spend with multiple support groups?
To report on the duration tickets spend with multiple support groups, create a custom attribute in Zendesk Explore that identifies previous groups a ticket was assigned to. Use this attribute with the 'Field changes time' metric to calculate the…
How do I calculate the time a ticket sits with its last support group?
To calculate the time a ticket sits with its last support group, create a standard calculated attribute to capture the last group assignment. Then, use the DATE_DIFF() function in a calculated metric to determine the time from the last assignment…
How can I report on the duration of custom ticket field values?
To report on the duration of custom ticket field values, first find the ID of the custom ticket field and the specific value you want to report on. Then, create a custom metric using this value to measure the time tickets spend with that field…
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“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.”
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