About native Support time duration metrics

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  • Cor Strobos

    Dear Zendesk Support Crew,

    Thank you for the article! Quiet helpful!

    I'm still looking for a metric in which I can see the average resolution time from the moment it was opened until it was solved & first replied to. Reason is that for a few tags I'm trying to find out how much time we spend on a ticket from the moment we pick it up (opened) until we either reply (1st resolution) or solve it.

    Could you help me out on how I can create such a report:

    - Based on 2 ticket tags
    - Average Handling Time, open -> closed (both for 1st resolution and for solved)

    Looking forward to your reply!

  • Jose Juan Muñoz JImenez

    hello how are you?
    I am also interested in obtaining the times between the states of the tickets.
    I hope soon the zendesk support team can help us

  • Ruel Antonio Calvelo

    To create a report that would show how much time a ticket spent per status, then you will have to create a custom metric for this. Unfortunately, creating custom metrics is beyond our scope of support. But I have attached this documentations that can help you create custom metric:



  • Simone Pace

    For the first reply time you can create a metric like the following


    SELECT AVG (First reply time in minutes within business hours/60/XX)

    XX is the business hours you provide support in a day...

    This will report the time in DAYS. If you want that in HOURS just remove the XX part


    Same for the Full Resolution Time. Just use the fact related to that.

    SELECT AVG (Full resolution time in minutes within business hours/60/XX)


    Average handling time I think is the requester wait time.

    Same as above, this time use the fact "Requester wait time in minutes within business hours"


    There is also fact not related to business hours if you don't want to count your support schedule in.

    That should be it


  • Joana


    Can someone help me understand why my Requester Wait Time is always lower than my First Reply Time, if the RWT is also supposed to include the time the ticket was 'New'?


  • Eugene Orman
    Zendesk Product Manager

    Hi Joana, 

    As you know Requester wait time is a status-based metric but First reply time is not. Although time a ticket spends in the New status is normally sub-part of the First reply time, it is not always so. It all depends on the workflow. For example, there might be cases when a ticket is created in the solved status by agents or you have a number of tickets where the status wasn't changed from New yet. 

    I suggest creating a report that lists tickets and their Requester wait and First reply times, then you can look for the outlier tickets that have Requester wait lower than First reply time. Once you find them check how they were created and how their status had changed. 

    Example report:

  • Sam Donovan

    This is one of my all-time favorite zendesk articles. It helps in terms of clarity with SLA definitions. I just wanted to point out a typo under the Full Resolution image. "First Resoltion" instead of First Resolution, I assume. I've copied and pasted these images to share with my Managers and various reporting users on our teams, which may be why I noticed.



  • Devan - Community Manager
    Zendesk Community Team

    Hello Sam Donovan,

    So glad you like it! I'll be sure to pass this on to the article creator! 

    Best regards.

  • Kaushik Chanda


    Is there a way I can get the duration in business hours between 2 status changes directly from Zendesk reports please?

    Example: Audit log-

    New to Pending - 2021-01-06 T16:42:33
    Pending to Open - 2021-01-08 T03:30:07
    Open to Solved - 2021-01-08 T17:39:37

    I basically want to get the duration the ticket was sitting in 'Open' status. So basically the difference of time b/w 2021-01-08 T17:39:37 & 2021-01-08 T03:30:07.

    If I need to do the calculation in excel, the data should be sorted and then getting duration in business hours (excluding weekends, holidays etc) in another complication to handle.

    Can you help me figure this out please?

    Thank you!
    Kaushik Chanda.

  • Michael Froeming
    Zendesk Customer Advocate

    Hi Kaushik,

    You could use the default metric Open status time to get the duration a ticket is in the Open status, but unfortunately this don't come with a business hours calculation. Business hours metrics are only available in Support: Tickets dataset and not available in Support: Ticket updates dataset(where the said metric is in).



  • Sergio Pinho


    Knowing that the requester wait time is only updated when status changes (This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed), how can I know the requester wait time updated with the current date/time if the status does not change in the meantime? 


  • Matt
    Zendesk Customer Advocate

    Hey Sergio Pinho

    Thanks for this question! Note that the Requester Wait Time is generally speaking something you would want to measure once the ticket's live cycle is completed. 
    So for example on Tickets that have been solved/closed. Even if the ticket did only change from New status to Closed status directly, this will give you a value for the Requester Wait Time. 

    If you are looking specifically to report on the times a ticket spent in a Status, this could be done following a recipe like this one: Reporting on the duration of fields 

    You can potentially use a custom attribute in the Ticket Updates Dataset, to create a time stamp for when the ticket changed to a specific status and then use a custom metric to measure the time between that time stamp and today. But this is not related to the Requester Wait Time but is simply a way of calculating a time spent in a current status. 

    Here is an example to measure the time your ticket spend in the New Status, if they did not change the status yet: 

    Create the Timestamp Attribute: (let's call this "New Timestamp")

    IF ([Changes - Field name] = "status" AND [Changes - New value]= "new") 
    THEN [Update - Timestamp]

    Use this Timestamp Attribute now in a custom Metric:

    IF ([Ticket status]="New") THEN DATE_DIFF(TODAY(),[New Timestamp],"nb_of_hours") ENDIF

    I'm afraid there isn't a direct native way to measure the requester wait time for tickets that do not change the status, as this is not really what it would be used for. But I hope the workarounds supplied might be helpful to you! 


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