Metrics and attributes for Zendesk Support

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Professional, Enterprise, or Enterprise Plus

Support

Professional or Enterprise

Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Support. These datasets are also used for the Zendesk Support prebuilt dashboards (see Overview of the Zendesk Support dashboard).

For more information about how to create reports with Explore, see Creating reports.

Tip: Read this Zendesk blog post to learn the key customer service metrics that measure performance and drive revenue.

This article contains the following topics:

• Tickets dataset
• Updates history dataset
• Backlog history dataset
• SLAs dataset
• Group SLAs dataset

Tickets dataset

This section lists the metrics and attributes for the Tickets dataset. The dataset contains general ticket information, not including changes or updates to tickets. For objects related to ticket changes or updates, see Updates history dataset.

This section contains the following topics:

• Tickets dataset schema
• Tickets metrics
• Tickets attributes

Tickets dataset schema

Use this diagram to help you understand the elements of the Tickets dataset and their relationships.

Tickets metrics

This sections lists and defines all of the metrics available in the Tickets dataset.

Table 1. Tickets metrics

Metric	Definition	Explore Formula
Tickets	The total number of tickets. Note: Deleted tickets are not included in the Tickets dataset. For help, see Reporting on ticket deletions.	(Ticket ID)
Solved tickets	The number of solved or closed tickets.	IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF
End-user submitted tickets	The number of tickets submitted by customers or by agents who have been downgraded.	IF ([Submitter role] = "End-user" ) THEN [Ticket ID] ENDIF
Agent submitted tickets	The number of tickets submitted by agents or administrators.	IF ([Submitter role] = "Agent" OR [Submitter role] = "Admin") THEN [Ticket ID] ENDIF
Reassigned tickets	The number of tickets that have been assigned to more than one agent.	IF (VALUE(Assignee stations)>1) THEN [Ticket ID] ENDIF
Reopened tickets	The number of tickets that were reopened after being solved. Doesn’t include tickets solved and reopened during the same update.	IF (VALUE(Reopens)>0) THEN [Ticket ID] ENDIF
Unreplied tickets	The number of tickets that have not received an agent response.	IF (VALUE(Agent replies)<1) THEN [Ticket ID] ENDIF
Incidents	The number of tickets where the ticket type is Incident.	IF ([Ticket type - Unsorted] = "Incident") THEN [Ticket ID] ENDIF
Problems	The number of tickets where the ticket type is 'Problem'.	IF ([Ticket type - Unsorted] = "Problem") THEN [Ticket ID] ENDIF
Inbound shared tickets	The number of tickets a Zendesk Support account shared with your Zendesk Support account.	IF ([Sharing agreement inbound]!=NULL) THEN [Ticket ID] ENDIF
Outbound shared tickets	The number of tickets your Zendesk Support account shared with another Zendesk Support account	IF ([Sharing agreement outbound]!=NULL) THEN [Ticket ID] ENDIF
Tickets created - Daily average	The average number of tickets created each day.	COUNT(Tickets)/DCOUNT_VALUES([Ticket created - Date])
Tickets solved - Daily average	The average number of tickets solved each day. Tickets are counted only if they are currently solved or closed.	COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date])
Unsolved tickets	The number of unsolved tickets. This includes tickets in every status, except Solved and Closed.	IF ([Ticket status - Unsorted] != "Closed" AND [Ticket status - Unsorted]!= "Solved") THEN [Ticket ID] ENDIF
New tickets	The number of tickets that are currently in the New status.	IF ([Ticket status - Unsorted]= "New") THEN [Ticket ID] ENDIF
Open tickets	The number of tickets that are currently in the Open status.	IF ([Ticket status - Unsorted]= "Open") THEN [Ticket ID] ENDIF
Pending tickets	The number of tickets that are currently in the Pending status.	IF ([Ticket status - Unsorted]= "Pending") THEN [Ticket ID] ENDIF
On-hold tickets	The number of tickets that are currently in the On-hold status.	IF ([Ticket status - Unsorted]= "Hold") THEN [Ticket ID] ENDIF
Unassigned unsolved tickets	The number of open tickets currently not assigned.	IF ([Assignee ID] = NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF
Assigned unsolved tickets	The number of open, assigned tickets.	IF ([Assignee ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF
Unreplied unsolved tickets	The number of open tickets without a first reply.	IF (VALUE(Agent replies)<1 AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF
Agent replies	The number of public replies added to a ticket by an agent.	(Agent replies)
Assignee stations	The number of agents a ticket has been assigned to.	(Assignee stations)
Group stations	The number of groups a ticket has been assigned to.	(Group stations)
Reopens	The number of times a ticket was reopened.	(Reopens)
One-touch tickets	The number of tickets that were solved after one agent reply. When a chat session is added to a ticket with at least one message from an agent, this counts as one touch.	IF (VALUE(Agent replies) <2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF
Two-touch tickets	The number of tickets that were solved after two agent replies.	IF (VALUE(Agent replies) =2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF
Multi-touch tickets	The number of tickets that were solved after more than two agent replies.	IF (VALUE(Agent replies) >2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF
% One-touch tickets	The percentage of tickets that were solved after one agent reply.	COUNT(One-touch tickets)/COUNT(Solved tickets)
% Two-touch tickets	The percentage of tickets that were solved after two agent replies.	COUNT(Two-touch tickets)/COUNT(Solved tickets)
% Multi-touch tickets	The percentage of tickets that were solved after more than two agent replies.	COUNT(Multi-touch tickets)/COUNT(Solved tickets)
Good satisfaction tickets	The number of tickets with a good satisfaction rating.	IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF
Bad satisfaction tickets	The number of tickets with a bad satisfaction rating.	IF ([Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF
Good satisfaction tickets w/comment	Tickets that have a good satisfaction rating and an associated comment.	IF ([Ticket satisfaction rating]="Good" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF
Bad satisfaction tickets w/comment	Tickets that have a bad satisfaction rating and an associated comment.	IF ([Ticket satisfaction rating]="Bad" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF
Rated satisfaction tickets	Tickets that were rated either bad or good by the requester.	IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF
Surveyed satisfaction tickets	Tickets that were surveyed by a satisfaction survey	IF ([Ticket satisfaction rating] = "Offered") OR ([Ticket satisfaction rating]="Good" OR ([Ticket satisfaction rating]="Bad" THEN [Ticket ID] ENDIF
Unsurveyed satisfaction tickets	Tickets that were not surveyed by a satisfaction survey.	IF ([Ticket satisfaction rating] = "Unoffered") THEN [Ticket ID] ENDIF
% Satisfaction score	The percentage of satisfaction surveys rated good.	COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets)
% Satisfaction rated	The percentage of tickets rated with either good or bad satisfaction.	COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets)
% Satisfaction surveyed	The percentage of tickets that were surveyed by a satisfaction survey.	COUNT(Surveyed satisfaction tickets)/COUNT(Tickets)
Tickets w/skills	The number of tickets that have a skill associated with them.	IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF
Tickets w/o skills	The number of tickets that do not have a skill associated with them.	IF ([Ticket skills]=NULL) THEN [Ticket ID] ENDIF
Set ticket skills	The number of skills in tickets where agent skills were applied.	IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF
Fulfilled ticket skills	The number of tickets where skills in an agents profile were matched with ticket skills.	IF ([Ticket skills]!=NULL AND [Assignee skills]!=NULL AND [Assignee skills]=[Ticket skills]) THEN [Ticket ID] ENDIF
% Ticket skill fulfillment rate	The percentage of tickets where agent skills were matched with ticket skills to the total number of tickets with skills applied.	COUNT(Fulfilled ticket skills)/COUNT(Set ticket skills)
% Ticket skill usage rate	The percentage of tickets with skills set to the total number of tickets.	D_COUNT(Tickets w/skills)/COUNT(Tickets)
Users	The number of active user profiles.	IF ([Requester status] = "Active") THEN [Requester ID] ENDIF
Agents	The number of active agents and administrators in your Zendesk account.	IF ([Requester status] = "Active" AND [Requester role] != "End-user") THEN [Requester ID] ENDIF
End-users	The number of active end-user (customer) profiles.	IF ([Requester status] = "Active" AND [Requester role] = "End-user") THEN [Requester ID] ENDIF
Suspended users	The number of users in the suspended status.	IF ([Requester status] = "Suspended") THEN [Requester ID] ENDIF
Deleted users	The number of users in the deleted status.	IF ([Requester status] = "Deleted") THEN [Requester ID] ENDIF
Assignees	The number of agents that were assigned to the ticket at least once.	IF ([Assignee status]= "Active") THEN [Assignee ID] ENDIF
Requesters	The number of current requesters.	IF ([Requester status]= "Active" AND [Ticket ID]!=NULL) THEN [Requester ID] ENDIF
Organizations	The number of active organizations.	IF ([Requester organization status]="Active") THEN [Requester organization ID] ENDIF
Deleted organizations	The number of organizations that have been deleted.	IF ([Requester organization status]="Deleted") THEN [Requester organization ID] ENDIF
First reply time (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket.	(First reply time (min))
First reply time (sec)	The duration in seconds between when the ticket was created and the first public agent reply on the ticket. This metric applies only to the Messaging ticket channel.	(First reply time (sec))
First resolution time (min)	The number of minutes between when the ticket was created and when it was first resolved.	(First resolution time (min))
Full resolution time - min	The duration in minutes from when the ticket was created to its latest resolution.	(Full resolution time (min))
Requester wait time (min)	The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time (min))
Agent wait time (min)	The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	(Agent wait time (min))
On-hold time (min)	The total time in minutes that a ticket was in the on-hold status.	(On-hold time (min))
First assignment time (min)	The time in minutes between when a ticket was created and the first time it was assigned to an agent.	DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
Last assignment time (min)	The duration in minutes between when the ticket was created and the last time an agent was assigned to the ticket.	DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
First assignment to resolution time (min)	The duration in minutes between the first agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_minutes")
Last assignment to resolution time (min)	The duration in minutes between the last agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_minutes")
First reply time (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60
First resolution time (hrs)	The number of hours between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60
Full resolution time (hrs)	The duration in hours from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60
Requester wait time (hrs)	The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60
Agent wait time (hrs)	The total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60
On-hold time (hrs)	The total time in hours that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60
First assignment time (hrs)	The time in hours between when a ticket was created and the first time it was assigned to an agent.	DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours")
Last assignment time (hrs)	The duration in hours between when the ticket was created and the last time an agent was assigned to the ticket.	DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours")
First assignment to resolution time (hrs)	The duration in hours between the first agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_hours")
Last assignment to resolution time (hrs)	The duration in hours between the last agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours")
First reply time (days)	The duration in days between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60/24
First resolution time (days)	The number of days between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60/24
Full resolution time (days)	The duration in days from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60/24
Requester wait time (days)	The number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60/24
Agent wait time (days)	The total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60/24
On-hold time (days)	The total time in days that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60/24
First assignment time (days)	The time in days between when a ticket was created and the first time it was assigned to an agent.	DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days")
Last assignment time (days)	The duration in days between when the ticket was created and the last time an agent was assigned to the ticket.	DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days")
First assignment to resolution time (days)	The duration in days between the first agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_days")
Last assignment to resolution time (days)	The duration in days between the last agent assignment and the resolution of the ticket.	DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_days")
Unsolved tickets age (min)	The duration in minutes between when an unsolved ticket was created and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF
Unsolved tickets time since update (min)	The duration in minutes between an unsolved tickets last update and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_minutes") ENDIF
Time since user login (min)	The time passed in minutes since the last user logged in.	IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_minutes") ENDIF
Time since assignee login (min)	The time passed in minutes since the last assignee logged in.	IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_minutes") ENDIF
Unsolved tickets age (hrs)	The duration in hours between when an unsolved ticket was created and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") ENDIF
Unsolved tickets time since update (hrs)	The duration in hours between an unsolved tickets last update and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF
Time since user login (hrs)	The time passed in hours since the last user logged in.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF
Time since assignee login (hrs)	The time passed in hours since the last assignee logged in.	IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_hours") ENDIF
Unsolved tickets age (days)	The duration in days between when an unsolved ticket was created and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days") ENDIF
Unsolved tickets time since update (days)	The duration in days between an unsolved tickets last update and now.	IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") ENDIF
Time since user login (days)	The time passed in days since the last user logged in.	IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_days") ENDIF
Time since assignee login (days)	The time passed in days since the last assignee logged in.	IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_days") ENDIF
First reply time - Business hours (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours.	(First reply time - Business hours (min))
First resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its first resolution within business hours.	(First resolution time - Business hours (min))
Full resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its latest resolution within business hours.	(Full resolution time - Business hours (min))
Requester wait time - Business hours (min)	The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time - Business hours (min))
Agent wait time - Business hours (min)	The total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	(Agent wait time - Business hours (min))
On-hold time - Business hours (min)	The total combined time in minutes that the ticket was in the on-hold status during business hours.	On-hold time - Business hours (min)
First reply time - Business hours (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours.	VALUE(First reply time - Business hours (min))/60
First resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its first resolution within business hours.	VALUE(First resolution time - Business hours (min))/60
Full resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its latest resolution within business hours.	VALUE(Full resolution time - Business hours (min))/60
Requester wait time - Business hours (hrs)	The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time - Business hours (min))/60
Agent wait time - Business hours (hrs)	The total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	VALUE(Agent wait time - Business hours (min))/60
On-hold time - Business hours (hrs)	The total combined time in hours that the ticket was in the on-hold status during business hours.	VALUE(On-hold time - Business hours (min))/60
Tickets created - Last 7 days	The number of tickets created in the last 7 days.	(Tickets created - Last 7 days)
Tickets created - Previous 7 days	The number of tickets created between 7 and 14 days ago.	(Tickets created - Previous 7 days)
Tickets created - Last 30 days	The number of tickets created in the last 30 days.	(Tickets created - Last 30 days)
Tickets created - Previous 30 days	The number of tickets created between 30 and 60 days ago.	(Tickets created - Previous 30 days)
Tickets created - This week	The number of tickets created over the current week.	(Tickets created - This week)
Tickets created - Last week	The number of tickets created over the previous week.	(Tickets created - Last week)
Tickets created - This month	The number of tickets created over the current month.	(Tickets created - This month)
Tickets created - last month	The number of tickets created over the previous month.	(Tickets created - last month)
Tickets created - This year	The number of tickets created this year.	(Tickets created - This year)
Tickets created - Last year	The number of tickets created last year.	(Tickets created - Last year)
Tickets solved - Last 7 days	The number of tickets solved in the last 7 days. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Last 7 days)
Tickets solved - Previous 7 days	The number of tickets solved between 7 and 14 days ago. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Previous 7 days)
Tickets solved - Last 30 days	The number of tickets solved in the last 30 days. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Last 30 days)
Tickets solved - Previous 30 days	The number of tickets solved between 30 and 60 days ago. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Previous 30 days)
Tickets solved - This week	The number of tickets solved over the current week. Tickets are counted only if they are currently solved or closed.	(Tickets solved - This week)
Tickets solved - Last week	The number of tickets solved over the previous week. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Last week)
Tickets solved - This month	The number of tickets solved over the current month. Tickets are counted only if they are currently solved or closed.	(Tickets solved - This month)
Tickets solved - Last month	The number of tickets solved over the previous month. Tickets are counted only if they are currently solved or closed.	(Tickets solved - Last month)
Tickets solved - This year	The number of tickets solved this year. Tickets are counted only if they are currently solved or closed.	(Tickets solved - This year)

Tickets attributes

This section lists and defines all of the attributes available in the Tickets dataset.

Table 2. Tickets attributes

Attribute	Definition
Ticket ID	The ID number of the ticket.
Ticket status	The status of the ticket.
Ticket custom status name	The name of a custom ticket status. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns NULL. Data is available only from January 18, 2023 onward.
Ticket custom status category	The category that a custom ticket status is mapped to. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns Ticket Status. Data is available only from January 18, 2023 onward.
Ticket custom status state	Returns true if a custom ticket status is active, or false if a custom ticket status is deactivated. This attribute appears only if you've enabled custom ticket statuses. Data is available only from January 18, 2023 onward.
Ticket group	Name of the group where the ticket was assigned.
Ticket brand	The brand of the ticket.
Ticket channel	The channel a ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket email address	The support email address currently set on the ticket. See Adding support email addresses for users to submit tickets.
Ticket external ID	The external ID of the ticket.
Ticket form	The current ticket form used on the ticket.
Ticket priority	The ticket's priority.
Ticket problem ID	The ID of the ticket defined as a problem ticket.
Ticket skills	The skill requirements for an agent to work on a ticket.
Ticket skill types	The grouping of skills into skill types.
Ticket subject	The subject of the ticket.
Ticket tags	The tags associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type	The ticket type: Question, Incident, Problem, or Task.
Sharing agreement inbound	Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support.
Sharing agreement outbound	Affiliated instances of Zendesk Support and companies tickets are shared with.
Assignee name	The name of the assignee. Values for this attribute (and for the other Assignee attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.
Assignee role	The role of an assignee, either admin, agent, or end user.
Assignee ID	The ticket's assignee ID.
Assignee email	The ticket assignees email address.
Assignee external ID	The external ID of the ticket assignee.
Assignee locale	The locale of the assignee.
Assignee Guide admin	Returns whether the agent has Guide admin permissions (True or False).
Assignee skills	The skills associated with the ticket assignee.
Assignee skill types	The skill types associated with an assignee.
Assignee status	The current status of the ticket assignee.
Assignee tags	Tags added to the assignee. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Assignee time zone	Timezone of an assignee.
Requester name	The name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter.
Requester role	The role of a requester, either admin, agent, or end user.
Requester ID	The ID number for a ticket's requester.
Requester email	The email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Requester phone number	The primary phone number associated with the user’s profile.
Requester external ID	The external ID of the ticket requester.
Requester locale	The locale of the ticket requester.
Requester Guide admin	Designates whether the requester has Guide admin permissions. Returns either true or false.
Requester status	The Zendesk status of the ticket requester.
Requester tags	Tags associated with the requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester time zone	The requester's timezone.
Submitter name	The name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester.
Submitter role	The role of the submitter, either admin, agent, or end user.
Submitter ID	The ID of the ticket submitter.
Submitter email	The email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Submitter external ID	The external ID of the ticket submitter.
Submitter locale	The locale of the ticket submitter.
Submitter Guide admin	Returns whether the ticket submitter has Guide admin permissions, either true or false.
Submitter status	The status of the ticket submitter.
Submitter tags	Tags added to the ticket submitter. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Submitter time zone	The ticket submitter timezone.
Ticket organization name	The name of the organization associated with the ticket.
Ticket organization ID	The ID of the organization associated with the ticket.
Ticket organization domains	The domains of the organization associated with the ticket.
Ticket organization external ID	The external ID of the organization associated with the ticket.
Ticket organization status	The status of the organization associated with the ticket.
Ticket organization tags	The tags of the organization associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester organization name	The current default organization name of the ticket requester.
Requester organization ID	The current default organization ID of the ticket requester.
Requester organization domains	The domain name of the current default organization of the ticket requester, for example, zendesk.com.
Requester organization external ID	The external ID of the ticket requester's current default organization.
Requester organization status	The system status of the current default organization of the ticket requester, either active or deleted.
Requester organization tags	The tags associated with the current default organization of the ticket requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket satisfaction rating	The satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered.
Ticket satisfaction comment	The comment left by the customer along with the satisfaction rating.
Ticket satisfaction reason	The reason selected by the customer along with the satisfaction rating.
Agent replies brackets	The number of agent replies left on the ticket. Values are returned as 0, 1, 2, or 3-5 or >5.
Assignee stations brackets	The number of agents to whom the ticket was assigned. Values are returned as 0, 1, 2, or >2.
Group stations brackets	The number of groups that the ticket was involved with, for example, the assignee group of all ticket assignees. Values are returned as 1, 2, 3, >3.
Reopens brackets	The number of times the ticket was reopened. Values are returned as 1, 2, 3, >3.
First reply time brackets	The time between when the ticket was first opened, and when an agent first replied. Values are returned as No replies, 0-1 hrs, 1-8 hrs, 8-24 hrs, or >24 hrs.
First resolution time brackets	The time between when the ticket was first opened, and the first time it was set to solved. Values are returned as 0-5 hrs, 5-24 hrs, 1-7 days, 7-30 days, >30 days, or Unsolved.
Full resolution time brackets	The time between when the ticket was first opened, and the last time it was set to solved. Values are returned as 0-5 hrs, 5-24 hrs, 1-7 days, 7-30 days, >30 days, or Unsolved.
Requester wait time brackets	The time a requester was waiting for agent replies. The values are returned as 0-1 hrs, 1-24 hrs, 1-3 days, 3-7 days, >7 days or No wait.
Unsolved tickets age brackets	The duration in days between when an unsolved ticket was created and now. The values are returned as 1 day, 1-7 days, 7-30 days, >30 days, or Solved.
Intent (Requires intelligent triage)	A prediction of what the ticket is about. To see the possible values, open the Taxonomy tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading.
Intent confidence (Requires intelligent triage)	The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low.
Language (Requires intelligent triage)	A prediction of what language the ticket is written in. To see the possible values, open the Taxonomy tab of the settings page.
Language confidence (Requires intelligent triage)	The likelihood that the language prediction is correct. Possible values are High, Medium, and Low.
Sentiment (Requires intelligent triage)	A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative.
Sentiment confidence (Requires intelligent triage)	The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low.
Ticket created	Includes a number of attributes that return the time and date when the ticket was created in various time measurements.
Ticket solved	Includes a number of attributes that return the time and date when the ticket was most recently solved in various time measurements.
Ticket updated	The time when the ticket was last updated.
Ticket requester updated	The time when the ticket was last updated by its requester.
Ticket assigned	The time when the ticket was last assigned to an agent.
Ticket first assigned	The time when the ticket was first assigned to an agent.
Ticket due	When a ticket is configured as a task, this is the date at which the task must be completed.
Requester created	The time when the ticket requester user profile was created.
Requester updated	The last time that the ticket requester user profile was updated.
Requester sign-in	The time when the ticket requester last signed in.
Assignee sign-in	The time when the ticket assignee last signed in.
Organization created	The time when the ticket requester organization was created.
Organization updated	The time when the ticket requester organization was last updated.

Updates history dataset

The Updates history dataset contains metrics and attributes that relate to updates and changes in tickets. This section list all available elements for the dataset.

This section contains the following topics:

• Updates history dataset schema
• Updates history metrics
• Updates history attributes

Updates history dataset schema

Use this diagram to help you understand the elements of the Updates history dataset and their relationships.

Updates history metrics

This section lists and defines all metrics available in the Updates history dataset.

Table 3. Updates history metrics

Metric	Definition	Explore formula
Updates	The total number of updates made to the ticket.	[Update ID]
Agent updates	The number of updates agents made to tickets meaning the changes they made to any ticket field.	IF ([Updater role] != "End-user") THEN [Update ID] ENDIF
End-user updates	The number of updates end-users made to tickets.	IF ([Updater role] = "End-user") THEN [Update ID] ENDIF
Comments	The total number of comments on tickets.	IF ([Comment present] = TRUE) THEN [Update ID] ENDIF
Public comments	The number of public comments on tickets.	IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ID] ENDIF
Internal comments	The number of internal comments on tickets.	IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Update ID] ENDIF
Agent comments	The number of agent comments on tickets.	IF ([Comment present] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF
End-user comments	The number of end-user comments on tickets.	IF ([Comment present] = TRUE AND [Updater role] = "End-user") THEN [Update ID] ENDIF
Tickets created	The number of tickets that have been created.	IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL) THEN [Update ID] ENDIF
Tickets solved	The number of solved tickets. Tickets are counted only if they are currently solved or closed.	IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") AND [Update - Timestamp]=[Ticket solved - Timestamp]) THEN [Update ID] ENDIF
Tickets updated	The number of updated tickets.	[Update ticket ID]
Tickets updated w/comment	The total number of tickets that were updated with a comment.	IF ([Comment present] = TRUE) THEN [Update ticket ID] ENDIF
Tickets updated w/public comment	The total number of tickets that were updated with a public comment.	IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ticket ID] ENDIF
Tickets updated w/internal comment	The total number of tickets that were updated with an internal comment.	IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Update ticket ID] ENDIF
Tickets assigned	The number of tickets that have been assigned to agents.	IF ([Changes - Field name]="assignee_id" AND [Changes - New value]!="0") THEN [Update ticket ID] ENDIF
Tickets reopened	The number of tickets that have been solved at least once, then reopened. Includes tickets solved and reopened during the same update.	IF ([Changes - Field name] = "status" AND [Changes - Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Update ticket ID] ENDIF
Assignee reassignments	The number of times tickets were reassigned to another agent.	IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF
Group reassignments	The number of tickets that were reassigned to another group.	IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF
Resolutions	The number of times tickets were set to Solved.	IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed")) THEN [Update ID] ENDIF
Reopens	The number of times tickets were reopened.	IF ([Changes - Field name] = "status" AND [Changes - Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Update ID] ENDIF
Deletions	The number of tickets that were deleted.	IF ([Changes - Field name]="status" AND [Changes - New value]="deleted") THEN [Update ID] ENDIF
Recoveries	The number of deleted tickets that were recovered.	IF ([Changes - Field name]="status" AND [Changes - Previous value]="deleted") THEN [Update ID] ENDIF
Satisfaction updates	The number of satisfaction updates submitted by the requester.	IF ([Changes - Field name]="satisfaction_score" THEN [Update ID] ENDIF
Good initial satisfaction ratings	The number of tickets with a good initial satisfaction rating.	IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="good") THEN [Update ID] ENDIF
Bad initial satisfaction ratings	The number of tickets with a bad initial satisfaction rating.	IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="bad") THEN [Update ID] ENDIF
Bad to good satisfaction ratings	The number of tickets with a bad initial satisfaction rating that later changed to a good rating.	IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "bad" AND [Changes - New value]="good") THEN [Update ID] ENDIF
Good to bad satisfaction ratings	The number of tickets with a good initial satisfaction rating that later changed to a bad rating.	IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "good" AND [Changes - New value]="bad") THEN [Update ID] ENDIF
Field changes time (min)	The time in minutes between changes to the ticket fields.	(Field changes time (min))
New status time (min)	The time in minutes that tickets spent with a status of New.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min)) ENDIF
Open status time (min)	The time in minutes that tickets were in the Open status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min)) ENDIF
Pending status time (min)	The time in minutes that tickets were in the Pending status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes Time (min)) ENDIF
On-hold status time (min)	The time in minutes that tickets were in the On-hold status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min)) ENDIF
Unassigned time (min)	The time in minutes that a ticket was not assigned to any agents.	IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") ELSE VALUE(Field changes time (min)) ENDIF ENDIF
Previously assigned time (min)	The time in minutes that a ticket was assigned to agents before the current assigned agent.	IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min)) ENDIF
Field changes time (hrs)	The time in hours between changes to the ticket fields.	VALUE(Field changes time (min))/60
New status time (hrs)	The time in hours that tickets spent with a status of New.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min))/60 ENDIF
Open status time (hrs)	The time in hours that tickets were in the Open status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min))/60 ENDIF
Pending status time (hrs)	The time in hours that tickets were in the Pending status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes time (min))/60 ENDIF
On-hold status time (hrs)	The time in hours that tickets were in the On-hold status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min))/60 ENDIF
Unassigned time (hrs)	The time in hours that a ticket was not assigned to any agents.	IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_hours") ELSE VALUE(Field changes time (min)) / 60 ENDIF ENDIF
Previously assigned time (hrs)	The time in hours that a ticket was assigned to agents before the current assigned agent.	IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min))/60 ENDIF
Field changes time (days)	The time in days between changes to the ticket fields.	VALUE(Field changes time (min))/60/24
New status time (days)	The time in days that tickets spent with a status of New.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min))/60/24 ENDIF
Open status time (days)	The time in days that tickets were in the Open status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min))/60/24 ENDIF
Pending status time (days)	The time in days that tickets were in the Pending status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes time (min))/60/24 ENDIF
On-hold status time (days)	The time in days that tickets were in the On-hold status.	IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min))/60/24ENDIF
Unassigned time (days)	The time in days that a ticket was not assigned to any agents.	IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_days") ELSE VALUE(Field changes time (min)) / 60 / 24 ENDIF ENDIF
Previously assigned time (days)	The time in days that a ticket was assigned to agents before the current assigned agent.	IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous Value] != "0") THEN VALUE(Field changes time (min))/60/24 ENDIF

Updates history attributes

This section lists and defines all attributes available in the Updates history dataset.

Table 4. Updates history metrics

Attribute	Definition
Update ID	The unique ID of an update
Update channel	The channel that initiated a ticket update. Note that there is not a unique channel value for the bot. This may skew results in reports based on the update channel for bot workflows. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Update country	The country from which a ticket update was initiated.
Update country and region	The country and region from which a ticket update was initiated.
Update latitude	The latitude from which the ticket update was initiated.
Update longitude	The longitude from which a ticket updated was initiated.
Comment present	Indicates where there is currently a comment on the ticket.
Comment type	The type of comment, internal or public.
Comment public	Returns true or false based on whether public comments are present on the ticket.
Update ticket ID	The unique ID of a ticket update. Includes deleted tickets. See What's the difference between Update ticket ID and Ticket ID?
Update ticket status	The status of a ticket after an update.
Update ticket group	The group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2, the attribute returns Tier 2.
Update ticket assignee	The ticket assignee after an update.
Update ticket brand	The brand of the ticket after an update.
Update ticket priority	The priority of the ticket after an update.
Update ticket type	The type of the ticket after an update.
Changes - Field name	Records the field name that was updated.
Changes - Field type	Records the field type that was updated.
Changes - Previous value	Records the value of the field before the update. See How do I find the right value to use with the "Changes - Previous/New value" attribute?
Changes - New value	Records the new value of the field after the update. See How do I find the right value to use with the "Changes - Previous/New value" attribute?
Ticket ID	The ticket's unique ID. Does not include deleted tickets. See What's the difference between Update ticket ID and Ticket ID?
Ticket status	The status of the ticket.
Ticket custom status name	The name of a custom ticket status. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns NULL. Data is available only from October 19, 2023 onward.
Ticket custom status category	The category that a custom ticket status is mapped to. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns Ticket Status. Data is available only from October 19, 2023 onward.
Ticket custom status state	Returns true if a custom ticket status is active, or false if a custom ticket status is deactivated. This attribute appears only if you've enabled custom ticket statuses. Data is available only from October 19, 2023 onward.
Ticket group	Name of the group where the ticket is assigned.
Ticket brand	The brand associated with the ticket.
Ticket channel	The channel that initiated creation of the ticket. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket external ID	The external system ID of the ticket.
Ticket form	The current ticket form used on the ticket.
Ticket priority	The priority of the ticket.
Ticket problem ID	The IDs of the ticket defined as a problem ticket.
Ticket subject	The subject of the ticket.
Ticket tags	Any tags associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type	The type of ticket.
Sharing agreement inbound	Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support.
Sharing agreement outbound	Affiliated instances of Zendesk Support and companies tickets are shared with.
Updater name	The name of the updater. This value is the string associated with the user at the time of the update. If a user's name changes, a new username is created in Explore and is not linked to the original name. For example, if the username "John Smith" was updated to "John K Smith", both values exist independently and are not linked.
Updater role	The role of the updater.
Updater ID	The ID of the users whom made the update.
Updater email	The email address of the ticket updater.
Updater external ID	The external ID of the ticket updater.
Updater Guide admin	Indicates whether the user who updated the ticket is a Guide admin.
Updater locale	The locale of the updater.
Updater status	The status of the user who updated the ticket. Can be Active, Suspended, or Deleted.
Updater tags	The tags associated with the user who updated the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Updater time zone	The timezone of the updater.
Assignee name	The name of the user the ticket is assigned to. Values for this attribute (and for the other Assignee attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.
Assignee role	The role of the user the ticket is assigned to.
Assignee ID	The ID of the user the ticket is assigned to.
Assignee email	The email address of the user the ticket is assigned to.
Assignee status	The status of the user the ticket is assigned to. Can be Active, Suspended, or Deleted.
Assignee tags	The tags that are associated with the user the ticket is assigned to. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester name	The name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter.
Requester role	The requester's role.
Requester ID	The requester's ID.
Requester email	The requester's email address. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Requester status	The status of the requester's profile. Can be Active, Suspended, or Deleted.
Requester tags	Any tags associated with the requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Submitter name	The name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester.
Submitter role	The role of the user who submitted the ticket.
Submitter ID	The ID of the user who submitted the ticket.
Submitter email	The email address of the user who submitted the ticket. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Submitter status	The status of the user who submitted the ticket. Can be Active, Suspended, or Deleted.
Submitter tags	The tags associated with the user who submitted the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Updater organization name	The organization name of the user who made the ticket update.
Updater organization ID	The organization ID of the user who made the ticket update.
Updater organization domains	The web domain of the updater's (person who made the ticket update) organization. Examples: google.com, company.com, wiki.com.
Updater organization status	The organization status of the user who made the ticket update.
Updater organization tags	The organization tags of the person who made the ticket update. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket organization name	The name of the organization associated with the ticket.
Ticket organization ID	The ID of the organization associated with the ticket.
Ticket organization status	The status of the organization associated with the ticket; either Active or Deleted.
Ticket organization tags	The tags associated with the ticket organization. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester organization name	The current default organization associated with the user set as requester in the ticket.
Requester organization ID	The current default organization ID associated with the user set as requester in the ticket.
Requester organization status	The current default organization status associated with the user set as requester in the ticket.
Requester organization tags	The tags of the current default organization associated with the user set as requester in the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket satisfaction rating	The satisfaction rating left by the customer in the ticket; either Good, Bad, Offered, or Unoffered.
Ticket satisfaction comment	The comment left by the customer with the satisfaction rating.
Ticket satisfaction reason	The reason selected by the customer along with the satisfaction rating.
Intent (Requires intelligent triage)	A prediction of what the ticket is about. To see the possible values, open the Taxonomy tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading.
Intent confidence (Requires intelligent triage)	The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low.
Language (Requires intelligent triage)	A prediction of what language the ticket is written in. To see the possible values, open the Taxonomy tab of the settings page.
Language confidence (Requires intelligent triage)	The likelihood that the language prediction is correct. Possible values are High, Medium, and Low.
Sentiment (Requires intelligent triage)	A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative.
Sentiment confidence (Requires intelligent triage)	The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low.
Time - Ticket update	A collection of attributes that return the time of each update (such as a comment) in various time measurements. When added as a time filter within a dashboard, this attribute is called Update.
Time - Ticket created	A collection of attributes that return the time a ticket was created in various time measurements.
Time - Ticket solved	A collection of attributes that return the time a ticket was most recently solved in various time measurements.
Time - Ticket last updated	A collection of attributes that return the time a ticket was last updated in various time measurements (for example when an agent saves the ticket). When added as a time filter within a dashboard, this attribute is called Ticket updated.
Time - Ticket requester updated	The time when the ticket was last updated by its requester.
Time - Ticket last assigned	A collection of attributes that return the time a ticket was last assigned in various time measurements. When added as a time filter within a dashboard, this attribute is called Ticket assigned.
Time - Ticket first assigned	A collection of attributes that return the time a ticket was first assigned in various time measurements.
Time - Ticket type - Task due	A collection of attributes that return the time a ticket that has been configured as a task is due in various time measurements. When added as a time filter within a dashboard, this attribute is called Ticket due.
Time - Updater last sign-in	A collection of attributes that return the last time a ticket updater logged in, in various time measurements. When added as a time filter within a dashboard, this attribute is called Updater login.

Backlog history dataset

The Backlog history dataset contains metrics and attributes related to your backlog history. The dataset will show you a snapshot of unsolved tickets at any given date. Explore collects backlog information every time your data synchronizes with Explore.

This section contains the following topics:

• Backlog history dataset schema
• Backlog history metrics
• Backlog history attributes

Backlog history dataset schema

Use this diagram to help you understand the elements of the Backlog history dataset and their relationships.

Backlog history metrics

This section lists and defines all metrics available in the Backlog history dataset.

Table 5. Backlog history metrics

Metric	Definition	Explore formula
Tickets	Counts the number of backlog tickets.	VALUE (Tickets)
Unassigned tickets	Counts the number of backlog tickets where the assignee value was empty.	IF ([Assignee]=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF
Assigned tickets	Counts the number of backlog tickets where the assignee value was not empty.	IF ([Assignee]!=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF
Incidents	Counts the number of backlog tickets where the ticket type was Incident.	IF ([Type - Unsorted]="Incident") THEN VALUE (Tickets) ELSE 0 ENDIF
Problems	Counts the number of backlog tickets where the ticket type was Problem.	IF ([Type - Unsorted]="Problem") THEN VALUE (Tickets) ELSE 0 ENDIF
Tickets - Daily average	The daily average of the backlog tickets.	SUM(Tickets)/DCOUNT([Backlog recorded - Data])

Backlog history attributes

This section lists and defines all attributes available in the Backlog history dataset. Explore collects backlog information every time your data synchronizes with Explore.

Table 6. Backlog history attributes

Attribute	Definition
Status - unsorted	The status of the backlog ticket.
Group	The group for the backlog ticket.
Assignee	The assignee of the backlog ticket. Values include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.
Brand	The brand of the backlog ticket.
Channel	The channel the backlog ticket was most recently updated by. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Priority	The priority of the backlog ticket.
Type	The type of the backlog ticket.
Time - Backlog recorded	The date the backlog snapshot was taken. Includes year, half-year, quarter, month and week. For an example of how to use this, see What is the difference between Backlog recorded and Backlog end of period?
Time - Backlog end of period	The last day of the backlog snapshot period. Includes year, quarter, month, and week. For an example of how to use this, see What is the difference between Backlog recorded and Backlog end of period?

SLAs dataset

The SLAs dataset contains metrics and attributes that relate to your SLA policies. This section list all the available elements for the Zendesk SLA dataset. If you have active SLA policies, the SLA reporting dashboard enables you to easily view how well you are meeting these policies.

• SLAs dataset schema
• SLAs metrics
• SLAs attributes

Note: This dataset appears only if you have tickets with SLA policies applied and includes SLA data from deleted tickets. See Defining and using SLA policies.

SLAs dataset schema

Use this diagram to help you understand the elements of the SLAs dataset and their relationships.

SLAs metrics

This section lists and defines all metrics available in the SLAs dataset.

Table 7. SLAs metrics

Metric	Definition	Explore formula
SLA tickets	The number of tickets that have SLA targets applied.	[Ticket ID]
Achieved SLA tickets	The number of tickets that met all applied SLA policy targets.	D_COUNT(SLA tickets)-D_COUNT(Breached or active SLA tickets)
Breached SLA tickets	The number of tickets that have breached at least one SLA policy target.	IF ( [SLA target status]="Breached") THEN [Ticket ID] ENDIF
Active SLA tickets	The number of SLA tickets whose metrics have not been completed yet.	IF ([SLA metric status]= "Active") THEN [Ticket ID] ENDIF
Breached active SLA tickets	The number of SLA tickets whose metrics have not yet been completed, but at least one SLA policy target has been breached.	IF ([SLA metric status]= "Active" AND [SLA target status]= "Breached") THEN [Ticket ID] ENDIF
Breached or active SLA tickets	The number of SLA tickets whose metrics have not yet been completed or at least one SLA policy target has been breached.	IF ([SLA metric status]= "Active" OR [SLA target status]= "Breached") THEN [SLA policy ticket ID] ENDIF
Unbreached active SLA tickets	The number of SLA tickets whose metrics have not been completed yet and no SLA policy targets have been breached, yet.	D_COUNT(Active SLA tickets)-D_COUNT(Breached active SLA tickets)
% Achieved SLA tickets	The number of tickets that met all applied SLA policy targets expressed as a percentage of all SLA tickets.	SUM(Achieved SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets))
% Breached SLA tickets	The number of tickets that have breached at least one SLA policy target expressed as a percentage of all SLA tickets.	D_COUNT(Breached SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets))
SLA policies	The number of SLA policies.	IF ( [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF
Achieved SLA policies	The number of SLA policies that have been achieved.	COUNT(SLA policies)-COUNT(Breached or active SLA policies)
Breached SLA policies	The number of SLA policies that have been breached.	IF ( [SLA target status]="Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF
Active SLA policies	The number of SLA policies whose metrics have not been completed yet.	IF ( [SLA metric status]= "Active" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF
Breached active SLA policies	The number of SLA policies whose metrics have not yet been completed, but at least one SLA policy target has been breached.	IF ( [SLA metric status]= "Active" AND [SLA target status]= "Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF
Breached or active SLA policies	The number of SLA policies whose metrics have not yet been completed, or at least one SLA policy target has been breached.	IF ([SLA metric status]= "Active" OR [SLA target status]= "Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF
Unbreached active SLA policies	The number of SLA policies whose metrics have not been completed and no policy targets have been breached.	COUNT(Active SLA policies)-COUNT(Breached active SLA policies)
SLA targets	The number of SLA targets.	[SLA event ID]
Achieved SLA targets	The number of SLA targets that were achieved.	IF ([SLA target status]= "Achieved" ) THEN [SLA event ID] ENDIF
Breached SLA targets	The number of SLA targets that were breached.	IF ([SLA target status]= "Breached") THEN [SLA event ID] ENDIF
Active SLA targets	The number of active SLA targets. An active SLA target is one whose metric has not been completed yet.	IF ([SLA metric status]= "Active") THEN [SLA event ID] ENDIF
Breached active SLA targets	The number of active SLA targets that have been breached.	IF ([SLA metric status]= "Active" AND [SLA target status]="Breached") THEN [SLA event ID] ENDIF
Unbreached active SLA targets	The number of active SLA targets that have not been breached.	IF ([SLA metric status]= "Active" AND [SLA target status]=NULL) THEN [SLA event ID] ENDIF
% Achieved SLA targets	The percentage of SLA targets that were achieved out of the total number of targets that were achieved and breached.	COUNT(Achieved SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets))
% Breached SLA targets	The percentage of SLA targets that were breached out of the total number of targets that were achieved and breached.	COUNT(Breached SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets))
Achieved SLA targets - Daily average	The daily average of the achieved SLA targets.	COUNT(Achieved SLA targets)/DCOUNT_Values([SLA update - Date])
Breached SLA targets - Daily average	The daily average of the breached SLA targets.	COUNT(Breached SLA targets)/DCOUNT_Values([SLA update - Date])
SLA metric breach time (min)	The time duration between the target time and actual SLA fulfillment (in minutes) for the SLA metric has been breached.	IF ([SLA target status]= "Breached") THEN VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)) ENDIF
SLA metric target time (min)	The SLA target time (in minutes) for the SLA metric.	(SLA metric target time (min))
SLA metric completion time (min)	The amount of time (in minutes) the SLA metric was active.	(SLA metric completion time (min))
SLA metric breach time (hrs)	The time duration between the target time and actual SLA fulfillment (in hours) for the SLA metric has been breached.	IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60 ENDIF
SLA metric target time (hrs)	The SLA target time (in hours).	VALUE(SLA metric target time (min))/60
SLA metric completion time (hrs)	The amount of time (in hours) the SLA metric was active.	VALUE(SLA metric completion time (min))/60
SLA metric breach time (days)	The time duration between the target time and actual SLA fulfillment (in days) for the SLA metric has been breached.	IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60/24 ENDIF
SLA metric target time (days)	The SLA target time (in days).	VALUE(SLA metric target time (min))/60/24
SLA metric completion time (days)	The amount of time (in hours) the SLA metric was active.	VALUE(SLA metric completion time (min))/60/24
First reply time (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket.	(First reply time (min))
First resolution time (min)	The number of minutes between when the ticket was created and when it was first resolved.	(First resolution time (min))
Full resolution time - min	The duration in minutes from when the ticket was created to its latest resolution.	(Full resolution time (min))
Requester wait time (min)	The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time (min))
Agent wait time (min)	The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	(Agent wait time (min))
On-hold time (min)	The total time in minutes that a ticket was in the on-hold status.	(On-hold time (min))
First reply time (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60
First resolution time (hrs)	The number of hours between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60
Full resolution time (hrs)	The duration in hours from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60
Requester wait time (hrs)	The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60
Agent wait time (hrs)	The total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60
On-hold time (hrs)	The total time in hours that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60
First reply time (days)	The duration in days between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60/24
First resolution time (days)	The number of days between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60/24
Full resolution time (days)	The duration in days from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60/24
Requester wait time (days)	The number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60/24
Agent wait time (days)	The total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60/24
On-hold time (days)	The total time in days that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60/24
First reply time - Business hours (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours.	(First reply time - Business hours (min))
First resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its first resolution within business hours.	(First resolution time - Business hours (min))
Full resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its latest resolution within business hours.	(Full resolution time - Business hours (min))
Requester wait time - Business hours (min)	The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time - Business hours (min))
Agent wait time - Business hours (min)	The total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	(Agent wait time - Business hours (min))
On-hold time - Business hours (min)	The total combined time in minutes that the ticket was in the on-hold status during business hours.	On-hold time - Business hours (min)
First reply time - Business hours (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours.	VALUE(First reply time - Business hours (min))/60
First resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its first resolution within business hours.	VALUE(First resolution time - Business hours (min))/60
Full resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its latest resolution within business hours.	VALUE(Full resolution time - Business hours (min))/60
Requester wait time - Business hours (hrs)	The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time - Business hours (min))/60
Agent wait time - Business hours (hrs)	The total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	VALUE(Agent wait time - Business hours (min))/60
On-hold time - Business hours (hrs)	The total combined time in hours that the ticket was in the on-hold status during business hours.	VALUE(On-hold time - Business hours (min))/60

SLAs attributes

This section lists and defines all attributes available in the SLAs dataset.

Table 8. SLAs attributes

Attribute	Definition
SLA policy name	The name of the SLA policy that the ticket is measured against.
SLA policy ID	The ID number of the SLA policy that the ticket is measured against.
SLA policy unique ID	The ID number of the SLA policy that is unique (unrepeatable).
SLA policy ticket ID	The ticket ID of the SLA Policy
SLA metric	Which SLA metric is being measured (Agent Work Time, First Reply Time, Next Reply Time, Pausable Update Time, Periodic Update Time, Requester Wait Time, or Total Resolution Time).
SLA metric status	The status of the SLA metric. The status can be Active or Completed.
SLA metric instance	Which reactivation instance of the metric is being measured on the ticket.
SLA target status	The status of the SLA Target (goal). Attribute values are: Achieved or Breached.
SLA target operation hours	The type of operating hours associated with the SLA target. Attribute values are: Business Hours, Calendar Hours.
SLA target in business hours	Indicates whether the hours of operation for the SLA policy is set to business hours. Attribute values are: True or False. For another way to report on this information, see the SLA target operation hours metric.
SLA event ID	The ID number for an SLA event associated with the ticket.
Ticket ID	The ID number of the ticket.
Ticket status	The status of the ticket.
Ticket custom status name	The name of a custom ticket status. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns NULL. Data is available only from October 19, 2023 onward.
Ticket custom status category	The category that a custom ticket status is mapped to. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns Ticket Status. Data is available only from October 19, 2023 onward.
Ticket custom status state	Returns true if a custom ticket status is active, or false if a custom ticket status is deactivated. This attribute appears only if you've enabled custom ticket statuses. Data is available only from October 19, 2023 onward.
Ticket group	Name of the group where the ticket was assigned.
Ticket channel	The channel a ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket brand	The brand of the ticket.
Ticket external ID	The external ID of the ticket.
Ticket form	The current ticket form used on the ticket.
Ticket priority	The ticket's priority.
Ticket subject	The subject of the ticket.
Ticket problem ID	The ID of the ticket defined as a problem ticket.
Ticket tags	The tags associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type	The ticket type: Question, Incident, Problem, or Task.
Sharing agreement inbound	Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support.
Sharing agreement outbound	Affiliated instances of Zendesk Support and companies tickets are shared with.
Assignee name	The name of the assignee. Values for this attribute (and for the other Assignee attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.
Assignee role	The role of an assignee, either admin, agent, or end user.
Assignee ID	The ticket's assignee ID.
Assignee email	The ticket assignees email address.
Assignee status	The current status of the ticket assignee.
Assignee tags	Tags added to the assignee. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester name	The name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter.
Requester role	The role of a requester, either admin, agent, or end user.
Requester ID	The ID number for a ticket's requester.
Requester email	The email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Requester status	The Zendesk status of the ticket requester.
Requester tags	Tags associated with the requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Submitter name	The name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester.
Submitter role	The role of the submitter, either admin, agent, or end user.
Submitter ID	The ID of the ticket submitter.
Submitter email	The email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Submitter status	The status of the ticket submitter.
Submitter tags	Tags added to the ticket submitter. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket organization name	The name of the organization associated with the ticket.
Ticket organization ID	The ID of the organization associated with the ticket.
Ticket organization status	The status of the organization associated with the ticket.
Ticket organization tags	The tags of the organization associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester organization name	The organization name of the ticket requester.
Requester organization ID	The organization ID of the ticket requester.
Requester organization status	The organization status of the ticket requester.
Requester organization tags	The organization tags associated with the ticket requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket satisfaction rating	The satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered.
Ticket satisfaction comment	The comment left by the customer along with the satisfaction rating.
Ticket satisfaction reason	The reason selected by the customer along with the satisfaction rating.
Intent (Requires intelligent triage)	A prediction of what the ticket is about. To see the possible values, open the Taxonomy tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading.
Intent confidence (Requires intelligent triage)	The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low.
Language (Requires intelligent triage)	A prediction of what language the ticket is written in. To see the possible values, open the Taxonomy tab of the settings page.
Language confidence (Requires intelligent triage)	The likelihood that the language prediction is correct. Possible values are High, Medium, and Low.
Sentiment (Requires intelligent triage)	A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative.
Sentiment confidence (Requires intelligent triage)	The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low.
Time - SLA status update	Includes a number of attributes that return the time and date when the SLA status was last updated.
Time - Ticket created	Includes a number of attributes that return the time and date when the ticket was created in various time measurements.
Time - Ticket solved	Includes a number of attributes that return the time and date when the ticket was most recently solved in various time measurements.
Time - Ticket last updated	Includes a number of attributes that return the time and date when the ticket was last updated.
Time - Ticket requester updated	The time when the ticket was last updated by its requester.
Time - Ticket last assigned	Includes a number of attributes that return the time and date when the ticket was last assigned to an agent.
Time - Ticket first assigned	Includes a number of attributes that return the time and date when the ticket was first assigned to an agent.
Time - Ticket type - Task due	Includes a number of attributes that return the due date by which a ticket of type "Task" should be completed.

Tip: You can also report on custom fields that you’ve created in Zendesk Support. See Reporting with custom fields.

Group SLAs dataset

The Group SLAs dataset contains metrics and attributes that relate to your group SLA policies. This section list all the available elements for the Zendesk Group SLA dataset. If you have active group SLA policies, the Group SLAs reporting dashboard enables you to easily view how well you are meeting these policies.

• Group SLAs metrics
• Group SLAs attributes

Note: This dataset appears only if you have tickets with group SLA policies applied. See Defining group SLA policies.

Group SLAs metrics

This section lists and defines all metrics available in the Group SLAs dataset.

Table 9. Group SLAs metrics

Metric	Definition	Explore formula
Group SLA tickets	The number of tickets that have group SLA targets applied.	[Ticket ID]
Achieved group SLA tickets	The number of tickets that met all applied group SLA policy targets.	D_COUNT(Group SLA tickets)-D_COUNT(Breached group SLA tickets)-SUM(Unbreached active group SLA tickets)
Breached group SLA tickets	The number of tickets that have breached at least one group SLA policy target.	IF ( [Group SLA target status]="Breached") THEN [Ticket ID] ENDIF
Active group SLA tickets	The number of group SLA tickets whose metrics have not been completed yet.	D_COUNT(Group SLA tickets)-D_COUNT(Breached or active Group SLA tickets)
Breached active group SLA tickets	The number of group SLA tickets whose metrics have not yet been completed, but at least one SLA policy target has been breached.	IF ([Group SLA metric status]= "Active" AND [Group SLA target status]= "Breached") THEN [Ticket ID] ENDIF
Breached or active group SLA tickets	The number of group SLA tickets whose metrics have not yet been completed, or at least one SLA policy target has been breached.	IF ([Group SLA metric status]= "Active" OR [Group SLA target status]= "Breached") THEN [Group SLA policy ticket ID] ENDIF
Unbreached active group SLA tickets	The number of group SLA tickets whose metrics have not been completed yet and no group SLA policy targets have been breached, yet.	D_COUNT(Active group SLA tickets)-D_COUNT(Breached active group SLA tickets)
% Achieved group SLA tickets	The number of tickets that met all applied group SLA policy targets expressed as a percentage of all group SLA tickets.	SUM(Achieved group SLA tickets)/(SUM(Achieved group SLA tickets)+D_COUNT(Breached group SLA tickets))
% Breached group SLA tickets	The number of tickets that have breached at least one group SLA policy target expressed as a percentage of all group SLA tickets.	D_COUNT(Breached group SLA tickets)/(SUM(Achieved group SLA tickets)+D_COUNT(Breached group SLA tickets))
Group SLA policies	The number of group SLA policies.	IF ( [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF
Achieved group SLA policies	The number of group SLA policies that have been achieved.	COUNT(Group SLA policies)-COUNT(Breached or active Group SLA policies)
Breached group SLA policies	The number of group SLA policies that have been breached.	IF ( [Group SLA target status]="Breached" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF
Active group SLA policies	The number of group SLA policies whose metrics have not been completed yet.	IF ( [Group SLA metric status]= "Active" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF
Breached active group SLA policies	The number of group SLA policies whose metrics have not yet been completed, but at least one group SLA policy target has been breached.	IF ( [Group SLA metric status]= "Active" AND [Group SLA target status]= "Breached" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF
Breached or active group SLA policies	The number of group SLA policies whose metrics have not yet been completed, or at least one group SLA policy target has been breached.	IF ( [Group SLA metric status]= "Active" OR [Group SLA target status]= "Breached" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF
Unbreached active group SLA policies	The number of group SLA policies whose metrics have not been completed and no policy targets have been breached.	COUNT(Active group SLA policies)-COUNT(Breached active group SLA policies)
Group SLA targets	The number of group SLA targets.	[Group SLA event ID]
Achieved group SLA targets	The number of group SLA targets that were achieved.	IF ([Group SLA target status]= "Achieved" ) THEN [Group SLA event ID] ENDIF
Breached group SLA targets	The number of group SLA targets that were breached.	IF ([Group SLA target status]= "Breached") THEN [Group SLA event ID] ENDIF
Active group SLA targets	The number of active group SLA targets. An active group SLA target is one whose metric has not been completed yet.	IF ([Group SLA metric status]= "Active") THEN [Group SLA event ID] ENDIF
Breached active group SLA targets	The number of active group SLA targets that have been breached.	IF ([Group SLA metric status]= "Active" AND [Group SLA target status]="Breached") THEN [Group SLA event ID] ENDIF
Unbreached active group SLA targets	The number of active group SLA targets that have not been breached.	IF ([Group SLA metric status]= "Active" AND [Group SLA target status]=NULL) THEN [Group SLA event ID] ENDIF
% Achieved group SLA targets	The percentage of group SLA targets that were achieved out of the total number of targets that were achieved and breached.	COUNT(Achieved group SLA targets)/(COUNT(Achieved group SLA targets)+COUNT(Breached group SLA targets))
% Breached group SLA targets	The percentage of group SLA targets that were breached out of the total number of targets that were achieved and breached.	COUNT(Breached group SLA targets)/(COUNT(Achieved group SLA targets)+COUNT(Breached group SLA targets))
Achieved group SLA targets - Daily average	The daily average of the achieved group SLA targets.	COUNT(Achieved group SLA targets)/DCOUNT_Values([Group SLA update - Date])
Breached group SLA targets - Daily average	The daily average of the breached group SLA targets.	COUNT(Breached group SLA targets)/DCOUNT_Values([Group SLA update - Date])
Group SLA metric breach time (min)	The time duration between the target time and actual group SLA fulfillment (in minutes) for the group SLA metric has been breached.	IF ([Group SLA target status]= "Breached") THEN VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)) ENDIF
Group SLA metric target time (min)	The group SLA target time (in minutes) for the group SLA metric.	(Group SLA metric target time (min))
Group SLA metric completion time (min)	The amount of time (in minutes) the group SLA metric was active.	(Group SLA metric completion time (min))
Group SLA metric breach time (hrs)	The time duration between the target time and actual group SLA fulfillment (in hours) for the group SLA metric has been breached.	IF ([Group SLA target status]= "Breached") THEN (VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)))/60 ENDIF
Group SLA metric target time (hrs)	The group SLA target time (in hours).	VALUE(Group SLA metric target time (min))/60
Group SLA metric completion time (hrs)	The amount of time (in hours) the group SLA metric was active.	VALUE(Group SLA metric completion time (min))/60
Group SLA metric breach time (days)	The time duration between the target time and actual group SLA fulfillment (in days) for the group SLA metric has been breached.	IF ([Group SLA target status]= "Breached") THEN (VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)))/60/24 ENDIF
Group SLA metric target time (days)	The group SLA target time (in days).	VALUE(Group SLA metric target time (min))/60/24
Group SLA metric completion time (days)	The amount of time (in hours) the group SLA metric was active.	VALUE(Group SLA metric completion time (min))/60/24
First reply time (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket.	(First reply time (min))
First resolution time (min)	The number of minutes between when the ticket was created and when it was first resolved.	(First resolution time (min))
Full resolution time - min	The duration in minutes from when the ticket was created to its latest resolution.	(Full resolution time (min))
Requester wait time (min)	The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time (min))
Agent wait time (min)	The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	(Agent wait time (min))
On-hold time (min)	The total time in minutes that a ticket was in the on-hold status.	(On-hold time (min))
First reply time (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60
First resolution time (hrs)	The number of hours between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60
Full resolution time (hrs)	The duration in hours from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60
Requester wait time (hrs)	The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60
Agent wait time (hrs)	The total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60
On-hold time (hrs)	The total time in hours that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60
First reply time (days)	The duration in days between when the ticket was created and the first public agent reply on the ticket.	VALUE(First reply time (min))/60/24
First resolution time (days)	The number of days between when the ticket was created and when it was first resolved.	VALUE(First resolution time (min))/60/24
Full resolution time (days)	The duration in days from when the ticket was created to its latest resolution.	VALUE(Full resolution time (min))/60/24
Requester wait time (days)	The number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time (min))/60/24
Agent wait time (days)	The total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies.	VALUE(Agent wait time (min))/60/24
On-hold time (days)	The total time in days that a ticket was in the on-hold status.	VALUE(On-hold time (min))/60/24
First reply time - Business hours (min)	The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours.	(First reply time - Business hours (min))
First resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its first resolution within business hours.	(First resolution time - Business hours (min))
Full resolution time - Business hours (min)	The duration in minutes between when the ticket was created and its latest resolution within business hours.	(Full resolution time - Business hours (min))
Requester wait time - Business hours (min)	The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	(Requester wait time - Business hours (min))
Agent wait time - Business hours (min)	The total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	(Agent wait time - Business hours (min))
On-hold time - Business hours (min)	The total combined time in minutes that the ticket was in the on-hold status during business hours.	On-hold time - Business hours (min)
First reply time - Business hours (hrs)	The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours.	VALUE(First reply time - Business hours (min))/60
First resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its first resolution within business hours.	VALUE(First resolution time - Business hours (min))/60
Full resolution time - Business hours (hrs)	The duration in hours between when the ticket was created and its latest resolution within business hours.	VALUE(Full resolution time - Business hours (min))/60
Requester wait time - Business hours (hrs)	The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation.	VALUE(Requester wait time - Business hours (min))/60
Agent wait time - Business hours (hrs)	The total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours.	VALUE(Agent wait time - Business hours (min))/60
On-hold time - Business hours (hrs)	The total combined time in hours that the ticket was in the on-hold status during business hours.	VALUE(On-hold time - Business hours (min))/60

Group SLAs attributes

This section lists and defines all attributes available in the Group SLAs dataset.

Table 10. Group SLAs attributes

Attribute	Definition
Group SLA policy name	The name of the group SLA policy that the ticket is measured against.
Group SLA policy ID	The ID number of the group SLA policy that the ticket is measured against.
Group SLA policy unique ID	The ID number of the group SLA policy that is unique (unrepeatable).
Group SLA policy ticket ID	The ticket ID of the group SLA Policy
Group SLA metric	Which group SLA metric is being measured (Group ownership time).
Group SLA metric status	The status of the group SLA metric. The status can be Active or Completed.
Group SLA metric instance	Which reactivation instance of the metric is being measured on the ticket.
Group SLA target status	The status of the group SLA Target (goal). Attribute values are: Achieved or Breached.
Group SLA target operation hours	The type of operating hours associated with the group SLA target. Attribute values are: Business Hours, Calendar Hours.
Group SLA target in business hours	Indicates whether the hours of operation for the group SLA policy is set to business hours. Attribute values are: True or False. For another way to report on this information, see the Group SLA target operation hours metric.
Group SLA event ID	The ID number for a group SLA event associated with the ticket.
Ticket ID	The ID number of the ticket.
Ticket status	The status of the ticket.
Ticket custom status name	The name of a custom ticket status. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns NULL. Data is available only from October 19, 2023 onward.
Ticket custom status category	The category that a custom ticket status is mapped to. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns Ticket Status. Data is available only from October 19, 2023 onward.
Ticket custom status state	Returns true if a custom ticket status is active, or false if a custom ticket status is deactivated. This attribute appears only if you've enabled custom ticket statuses. Data is available only from October 19, 2023 onward.
Ticket group	Name of the group where the ticket was assigned.
Ticket channel	The channel a ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket brand	The brand of the ticket.
Ticket external ID	The external ID of the ticket.
Ticket form	The current ticket form used on the ticket.
Ticket priority	The ticket's priority.
Ticket subject	The subject of the ticket.
Ticket problem ID	The ID of the ticket defined as a problem ticket.
Ticket tags	The tags associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type	The ticket type: Question, Incident, Problem, or Task.
Sharing agreement inbound	Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support.
Sharing agreement outbound	Affiliated instances of Zendesk Support and companies tickets are shared with.
Assignee name	The name of the assignee. Values for this attribute (and for the other Assignee attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.
Assignee role	The role of an assignee, either admin, agent, or end user.
Assignee ID	The ticket's assignee ID.
Assignee email	The ticket assignees email address.
Assignee status	The current status of the ticket assignee.
Assignee tags	Tags added to the assignee. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester name	The name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter.
Requester role	The role of a requester, either admin, agent, or end user.
Requester ID	The ID number for a ticket's requester.
Requester email	The email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Requester status	The Zendesk status of the ticket requester.
Requester tags	Tags associated with the requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Submitter name	The name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester.
Submitter role	The role of the submitter, either admin, agent, or end user.
Submitter ID	The ID of the ticket submitter.
Submitter email	The email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.
Submitter status	The status of the ticket submitter.
Submitter tags	Tags added to the ticket submitter. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket organization name	The name of the organization associated with the ticket.
Ticket organization ID	The ID of the organization associated with the ticket.
Ticket organization status	The status of the organization associated with the ticket.
Ticket organization tags	The tags of the organization associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Requester organization name	The organization name of the ticket requester.
Requester organization ID	The organization ID of the ticket requester.
Requester organization status	The organization status of the ticket requester.
Requester organization tags	The organization tags associated with the ticket requester. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket satisfaction rating	The satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered.
Ticket satisfaction comment	The comment left by the customer along with the satisfaction rating.
Ticket satisfaction reason	The reason selected by the customer along with the satisfaction rating.
Time - Group SLA status update	Includes a number of attributes that return the time and date when the group SLA status was last updated.
Intent (Requires intelligent triage)	A prediction of what the ticket is about. To see the possible values, open the Taxonomy tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading.
Intent confidence (Requires intelligent triage)	The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low.
Language (Requires intelligent triage)	A prediction of what language the ticket is written in. To see the possible values, open the Taxonomy tab of the settings page.
Language confidence (Requires intelligent triage)	The likelihood that the language prediction is correct. Possible values are High, Medium, and Low.
Sentiment (Requires intelligent triage)	A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative.
Sentiment confidence (Requires intelligent triage)	The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low.
Time - Ticket created	Includes a number of attributes that return the time and date when the ticket was created in various time measurements.
Time - Ticket solved	Includes a number of attributes that return the time and date when the ticket was most recently solved in various time measurements.
Time - Ticket last updated	Includes a number of attributes that return the time and date when the ticket was last updated.
Time - Ticket requester updated	The time when the ticket was last updated by its requester.
Time - Ticket last assigned	Includes a number of attributes that return the time and date when the ticket was last assigned to an agent.
Time - Ticket first assigned	Includes a number of attributes that return the time and date when the ticket was first assigned to an agent.
Time - Ticket type - Task due	Includes a number of attributes that return the due date by which a ticket of type "Task" should be completed.

Tip: You can also report on custom fields that you’ve created in Zendesk Support. See Reporting with custom fields.