Track Time Between Multiple Assignments in Zendesk
Can I track time between multiple assignments and resolution in Zendesk Explore?
Currently, Zendesk Explore does not natively support tracking time between multiple assignments and resolution. You might need to create a custom metric for this purpose.
While there are articles on tracking ticket assignments and reassignments, they do not directly relate to the ticket being solved. If this feature is important for your workflow, consider submitting a feature request to Zendesk, as it could be beneficial for many users.
More related questions
How do I create a report for first assignment to first resolution time in Zendesk Explore?
Creating a report for first assignment to first resolution time in Zendesk Explore is straightforward. You'll need to use the report builder to calculate the average time between when a ticket is first assigned and when it is first resolved. To…
What skill level is required to create a first assignment to first resolution report in Zendesk?
Creating a first assignment to first resolution report in Zendesk requires a moderate skill level. This task involves using Zendesk Explore's report builder and understanding how to create and apply calculated metrics. You'll need to have Editor or…
Can I calculate first assignment to resolution time using business hours in Zendesk?
Currently, Zendesk Explore does not support calculating first assignment to resolution time using business hours. The calculation is based on calendar hours. While there is a business hours metric for resolution time, the first assignment time is…
Is it possible to get the first resolution time as a date in Zendesk Explore?
As of now, Zendesk Explore does not provide a direct way to get the first resolution time as a date. The current options do not support this feature. However, Zendesk is working on adding options similar to MIN/MAX that were available in Insights,…
How does 'First assignment to first resolution time' differ from 'Last assignment to resolution time'?
The 'First assignment to first resolution time' measures the time from when a ticket is first assigned to when it is first resolved. In contrast, 'Last assignment to resolution time' measures the time from the last assignment to the ticket's…
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