Understanding Zendesk's Native Support Time Metrics
What are Zendesk's native Support time duration metrics?
Zendesk's native Support time duration metrics help you measure the time between two specific events in a ticket's lifecycle. These metrics are not live counters; they calculate the time difference between two event timestamps and record the value only after the events occur. The metrics include First reply time, First resolution time, Full resolution time, Requester wait time, Agent wait time, and On-hold time. Each metric has specific events that trigger the start and end of the time measurement, and the value will appear as null until both events occur at least once. For more details, you can check the originalZendesk article.
More related questions
How is the First reply time calculated in Zendesk?
The First reply time in Zendesk is the duration between the creation of a ticket and the first public agent reply. The first timestamp is when the ticket is created, and the second timestamp is the first public comment by any agent. If the ticket…
What is the difference between First resolution time and Full resolution time?
First resolution time measures the duration between ticket creation and its first resolution, marked by the ticket status being set to solved for the first time. Full resolution time, on the other hand, measures the duration from ticket creation to…
How is Requester wait time calculated in Zendesk?
Requester wait time in Zendesk is the total combined time a ticket spends in the new, open, and on-hold statuses. The first timestamp is when the ticket status changes to new, open, or on-hold, and the second timestamp is when the status changes…
What does Agent wait time measure in Zendesk?
Agent wait time in Zendesk measures the total combined time a ticket is in the pending status. The first timestamp is when the ticket status changes to pending, and the second timestamp is when it changes from pending to any other status. This…
How is On-hold time calculated in Zendesk?
On-hold time in Zendesk is the total combined time a ticket is in the on-hold status. The first timestamp is when the ticket status changes to on-hold, and the second timestamp is when it changes from on-hold to any other status. This metric is…
Can Zendesk calculate time duration in business hours?
While Zendesk provides metrics like Open status time, it does not natively calculate time duration in business hours within the Support: Ticket updates dataset. Business hours metrics are available in the Support: Tickets dataset. For calculating…
How can I exclude On-hold time from Requester wait time?
To exclude On-hold time from Requester wait time in Zendesk, you can calculate it using a standard calculated metric or a result metric calculation. This involves subtracting the On-hold time from the total Requester wait time, allowing you to…
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