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:

  • Samuel 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 Samuel 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! 

  • Jared Vicencio

    I so love this article. This is extremely useful for us in upholding our SLA commitments to our customers.

    I have a slightly tricky question. I compute our metrics based on the count of tickets that meet our RWT and FRT SLA. But in RWT, is there a way for me to count the tickets that meet a certain SLA but will not include On-Hold time? Although we don't expect our teams to mark tickets as On-Hold, I plan to use that Ticket Status for customers whose requests need to be referred to third-party contractors whose SLA's are beyond our control. I would also have a separate metric for that On-Hold Time. We initially inform our customers that we are closing the tickets since their requests are not feasible at the moment but they wanted to keep them open until they get feedback (which can take forever). Thanks.

  • Gab
    Zendesk Customer Advocate

    Hi Jared,

    There are metrics for On-hold time under the Tickets, Ticket updates and SLA datasets. So, you should be able to calculate for the requester wait time minus the on-hold status time via a standard calculated metric or through a result metric calculation. You can then build your report around that metric, or create custom attributes to classify tickets based on different brackets/values of the custom requester wait time calculation.

  • Jared Vicencio


    Another question. I created an SLA for First Response Time (2 hours for Urgent and High Priority Tickets and 24 hours for Normal and Low priority tickets).  Ticket priority is determined by the macro used for that ticket. I then created a report in Explore to show which tickets Breached and which Tikcets achieved the SLA Targets. I did this by using Ticket ID in the Row Section and Ticket SLA Target count of Achieved and count of Breached in the  Metrics section (In a table format). I noticed that in some of the ticket IDs, it showed that the SLA was breached twice (marked 2 under. How is this possible? Thanks.

  • Gab
    Zendesk Customer Advocate

    Hi Jared,

    Is your query filtered by SLA policy and target metric? If the rows in the query are not specific to a single target metric and SLA policy, then it may display all the breached and/or achieved SLA events for one ticket ID/row.

    Gab Guinto
    Technical Support Engineer | Zendesk | APAC

  • Jared Vicencio

    Really appreciate the responses. I have a few more questions.

    Adding a few more details from my previous query:

    1. I only used one policy In the row section. I currently have 2 policies: 1 for First response time / FRT (1 hour for Urgent and High Prio and 12 hours for the rest) and 1 for Requester Wait Time / RWT (2 hours for Urgent and High prior, and 24 hours for the rest). Wish I can share my screens or do this in chat.

    2. I have data filters for the timeframe and a data filter for the Assigneed.

    3. I created 4 queries: FRt for Urgent/High, FRT for other prior, RWT for URgent /High, and RWT for other prios.

    3. In each query, my metrics are D-count for Achieved SLA Metrics and D_Count for Breached SLA MEtrics For the Row, I set SLA policy (1 policy only in each query). My filters isolated the prior and Assignee name.


    1. Shouldn't the total counts of tickets be the same? 

    2. If an Agent marks a ticket as solved and the customer responds again reopening the ticket, and Agent responds again solving the ticket (again), will this cause the double counts in their FRT and RWT metrics? I think it is the case for RWT but for FRT? How do I make the report count the tickets only as 1 for Achieved OR 1 only for Breached?

  • Gab
    Zendesk Customer Advocate

    Hi Jared,

    It looks like I need to investigate further on this. I've created a request on your behalf so that we can continue our conversation over the ticket. Thanks!

    Gab Guinto
    Technical Support Engineer | Zendesk | APAC

  • Jared Vicencio

    Thanks, Gab. 


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