Reporting on Ticket Duration in Business Hours in Zendesk
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 for ticket fields in customized metrics are limited to calendar hours only.
If you need to calculate business hours, you should use the default duration metrics available within the Support - Updates history dataset. These include metrics like First resolution time, Full resolution time, and Requester wait time, all measured in business hours. For more details, you can refer to theoriginal Zendesk article.
More related questions
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 metrics…
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