Reporting on Business Hours in Insights (Professional and Enterprise) Follow

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Most help desks do not operate on a 24/7 schedule and it's not fair to measure your response and resolution times if you aren't staffed 24 hours a day. Using Insights , you'll be able to calculate your ticket times within the framework of your company's hours.

Setting business hours in Zendesk

First you'll want to be sure that your business hours are already set in your Zendesk. You can find full directions on how to set them up here .

Please note that setting business hours only affects tickets created after your schedule is set. Zendesk does not re-calculate things for historical tickets, so the business hours will only affect your tickets moving forward. All historical ticket times will be based the prior business hours schedule. If no business hours were set for some of your historical tickets then they will be treated as if you have a 24/7 business hour schedule.

Finding and using business hours in Insights

With business hours configured in Zendesk, you'll be able to look at the resulting ticket times within Insights. These metrics are pre-populated in your Insights project for easy access. You'll be able to use these within any custom report simply by going into the "Business Hours" folder under your WHAT section:

These metrics are built off of the following objects passed into Insights by Zendesk:

Requester wait time in minutes with business hours The combined total time spent in the New, Open and On-Hold status. If the ticket is reopened after being solved, time spent in Solved status is counted as well. Time after final change to Solved status is not included, but only time that elapses during listed business hours is counted.
Full resolution time in minutes within business hours The time between ticket creation and the timestamp of the final or most recent change of status to Solved, displayed in minutes, but only time that elapses during listed business hours is counted.
First resolution time in minutes within business hours The time between ticket creation and the timestamp of the first change of status to Solved, displayed in minutes, but only time that elapses during listed business hours is counted.
First reply time in minutes within business hours The time between ticket creation time and the first public comment from an agent, displayed in minutes, but only time that elapses during listed business hours is counted.
On hold time in minutes within business hours The total time spent in the On-hold status, displayed in minutes, but only time that elapses during listed business hours is counted.
Agent wait time in minutes within business hours The total time spent in the Pending status, displayed in minutes, but only time that elapses during listed business hours is counted.

You can use these individual facts while building custom metrics. All of them end with "within business hours":

For a full list of time-based objects and other objects in Insights, please see our object reference guide .

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Comments

  • 1

    Hello,

    How can I use Business hours to see the proper Age of the ticket?

    Thank you,
    Holly

  • 0

    What if I want to report only tickets that come in outside of business hours

  • 0

    Hi Ken! Can you provide a use case for what kind of reports you'd like to see outside of business hours? These metrics we're displaying in this article are specifically for certain events. So, while you could create a new metric that subtracts, for example, first reply time (hrs) [mdn] from [biz] first reply time (hrs) [mdn], I'm not sure there's much value you'd get from that number on its own. It sounds like you might be talking about a different type of tracking using attributes instead of metrics, in which case, you'd want to have a trigger adding a tag or a ticket field to tickets coming in outside of business hours. Feel free to reach out to us through a ticket if you want to talk specifics!

  • 0

    How can I use business hours to report on tickets solved by an agent within a "day", that is outside the timezone Zendesk is set to?

  • 0

    Hi Zac! just to clear things out, do you wish to create a report wherein the tickets were solved within business hours or outside your business hours? Also, please note that when reporting on Business Hours, currently, you can build reports based on any of the following:

    • First reply time in hours
    • First resolution time in hours
    • Full resolution time in hours
    • Agent wait time in hours
    • Requester wait time in hours
    • On-hold time in hours

    And to know more about the metrics and object reference, I suggest that you take a look at these articles: 

    https://support.zendesk.com/hc/en-us/articles/203662406-Insights-object-reference-Plus-and-Enterprise-

    https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise

  • 0

    Hi Janelle,

    Thanks for clarifying. I'm interested in understanding how many tickets were solved on a given day. For example, I would like to see how many tickets were solved on Monday, and how many tickets were solved Tuesday, and compare the two numbers. So I want to know # of tickets, not a wait time, on hold time, etc. It has to be # of tickets solved within business hours... from what I'm able to tell in the object reference, that's not possible. I just wanted to see if there were any creative solutions in that area. Our team is distributed across a few different countries, so they can't all report off of one local time zone, and need to see how many tickets were solved within their "day" instead of a "day" in the default timezone of our Zendesk. Hope that makes it a bit clearer.

  • 2

    Hi there, 

    How would I manipulate the Requester Wait Time to not include On-Hold time? Ideally, for our metrics, we would only want it to track Open and New status.

     

    Thank you

  • 0

    I have the same question as Keven - looking for a solution!

    Thanks in advance.

  • 0

    You can create your own custom metric to remove the on hold time, then use this new metric in your reports.

    The on hold time is under the 'Facts' section:

    The new metric could look like this:

     

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