Track Time Spent by Specific Agent on Tickets
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 the Updater name to the specific agent you're interested in. Include the Ticket ID to see which tickets they've updated. Ensure you filter the Updater role to Agent or Admin to exclude updates by end-users or the system. This method provides a focused view of an agent's contribution to ticket handling.
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…
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…
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…
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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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