Insights recipe: Duration between two or more ticket events in minutes

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96 Comments

  • Eduardo Oviedo-Alarcon
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    Hi All,

    I want to see how long a ticket (either in days, hours or mins) was assigned to an agent before it being reassigned to another agent.

    Any ideas on how I can do this or if at all possible?

    Thanks.

    Ed

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  • Amy Dee
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    Hi Eduardo! For that, I recommend our Duration of a text field recipe instead. That recipe finds how long a field had a particular value before the value changed. In your case, you could use it with the Assignee field. The results are in minutes by default.

    The "duration of a text field" recipe is good for changes within one field. It's simpler to use and far more flexible, but it's limited to one field at a time. The "duration between events" recipe above is good for time between different types of updates, like a group change and a comment. It's more complicated and a bit restrictive, but it allows for a wider variety of durations.

    I hope this helps! Happy reporting.

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  • Iryna Kulchytska
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    Hi All,

    I need to create the report which shows how long a ticket was under each assignee before escalating. But I want to get just time when ticket had status open or new (excluding pending time). I know about metric Requester Wait TIme - but it shows the total reguester wait time without breakdown by assignee. If somebody know how to get Requester wait Time by Assignee if ticket was escalated?

     

    Thanks!

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  • Brett - Community Manager
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    Hi Iryna,

    I reached out to one of our Insights product experts and it looks like this kind of report is not possible. There's no metric available that will report on the interaction between two entirely independent field durations. Your closest option would be to use the Requester wait time metric as you previously mentioned.

    Let me know if you have any other questions.

    Cheers!

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  • Paulius Vegys
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    Hey folks,

    I'm trying to figure out if there is any way for me to find a duration between each public comment posted by agent on any given ticket.

    Could someone help me out? :) 

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  • Brett - Community Manager
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    Hey Paulius,

    Have you had a chance to look into the SLA policies feature which I've linked for you?

    Additionally, you can use the reply_time metric in our ticket metric events endpoint.

    I hope this helps!

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