Requirements for Measuring Ticket Handling Time
What do I need to start measuring ticket handling time in Zendesk?
To start measuring ticket handling time in Zendesk, you'll need a few things set up. First, ensure you have Zendesk Explore Professional or Enterprise, and that you have Editor or Admin permissions.
Additionally, the Time Tracking app must be installed and configured, as it stores data in custom numeric fields synchronized with Explore. If the app was recently installed, data synchronization might not be complete, which could affect your ability to create calculated metrics. Once everything is set, you can proceed with creating reports to measure handling time.
More related questions
How can I measure ticket handling time per ticket in Zendesk?
To measure ticket handling time per ticket in Zendesk, you'll need to create a standard calculated metric. This involves using the Time Tracking app to track the total time spent on each ticket. First, ensure the Time Tracking app is installed and…
How do I create a report for ticket handling time by ticket ID?
Creating a report for ticket handling time by ticket ID in Zendesk involves using the standard calculated metric you previously set up. In Zendesk Explore, start a new report with the Support - Tickets dataset. Add your calculated metric for ticket…
Can I measure ticket handling time by month and organization?
Yes, you can measure ticket handling time by month and organization in Zendesk. This involves using the standard calculated metric for ticket handling time in a new report. In Zendesk Explore, select the Support - Tickets dataset and add your…
How can I track time spent on a ticket by a specific agent?
To track time spent on a ticket by a specific agent in Zendesk, you can use the Updates History dataset. This allows you to measure update handling time for individual agents. Copy the recipe for measuring update handling time by agent and filter…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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.”
Freecash
Reduce support costs.Spend more time on customer success.
