Report on Ticket Field Duration - Frequently asked questions
Discover how to report on ticket field duration using business hours. This page answers common questions and provides insights into effective reporting.
Frequently asked 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…
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…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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