image for site

How to Report on Field Duration - Frequently asked questions

Discover answers to common questions about reporting on field duration in Zendesk Explore. Learn how to effectively analyze and interpret field duration data.

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites