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.


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