Iain Spirit

So the awesome Nhia resolved my query, if you are looking to see how much time agents spent on tickets then use this: Update handling time (hrs)

IF ([Changes - Field name] = "Total time spent (sec)")
THEN
IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
THEN NUMBER([Changes - New value])/60/60
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60/60
ENDIF
ENDIF

That will then allow you to report on all sorts of time analysis of your tickets and mirrors anytime that is captured in the Time Tracker widget / plugin.

 

I am going round in circles on this one. I've created all the sample data sets, and the examples run fine.  I am trying to create a couple of reports;

How much time was spent resolving a ticket in total by all agents.  So how many hows were spent in total to get to a resolution.

How much time was spent on a ticket in a Month (Tickets can span several months prior to closure).  How much time has been spent on a ticket within a time frame not in total.

How much time has an agent spent on each ticket during a time period.

No matter what I try it never tally's with the Time Stamps in Zendesk.  Any help is appreciated as I know its me doing something wrong.