Time Tracking app: metrics you need to be measuring

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147 Comments

  • Boyan Parshorov

    Dear Eugene Orman ,

    Can you please advise if there is a way for me to create a Time tracking by Group report?

    For Example: When a ticket is received in "group A" they make some changes for 3h and assign it to "group B" for 2h, then they assign it to "group C" for 1h and they close it.

    So the report should look like:

    Ticket id           Group A             Group B                  Group C         Total resolution Time

    123345                3h                         2h                         1h                         6h

    132665                1h                         2h                         3h                         6h

    Please help me to achieve this.

    Thank in advance.

    2
  • Lennart Schmidt

    Hi Eugene,

    then we chose the right dataset. If we configure it as you say in your instruction, we got this exception:

    2
  • Lennart Schmidt

    We can not choose the dataset "Support: Ticket Updates". The "Zendesk support" does not have this option too. We can only choose between "Support: Ticket Events" and "Support: Tickets, Users, Organizations". How can we get the right dataset?

    2
  • Mistyamber Reynolds

    We have several agents assist in a case.  Is there a way we can see how much time each individual agent spends in each case?  The Example 1: Ticket handling time by ticket ID report shows an overall time spent in the case for the last agent that accessed it and I'd like to see actual time by agent.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Francesco,

    It looks like you have a ticket created with our Customer Advocacy team related to this issue. They will follow-up with you on the ticket since they may need to look at account-specific information to troubleshoot further.

    Cheers!

    1
  • Rolly Valenzuela

    Hi All-

     

    Just activated the Time Tracking app hours ago. Trying to show the "Ticket Handling Time" per ticket by assignee name but no success. Please help 

    I just want to get the min spent per ticket.

    1
  • Brett Bowser
    Zendesk Community Team

    Casey Moore

    You'll need to first add **/60** to your metric formula so the minutes are converted to hours. 

    You can then edit the display format of your query as shown in the screenshot below: 

     

    Mistyamber Reynolds can you provide a screenshot of the query you're trying to set up so I can take a look at your metrics/attributes?

    1
  • John Burns

    Hello, Here is where I am stuck. I report back on how many hours we spend on each client a month. I have no issue getting those hours to show up. My issue is that an agent can spend an hour in April on an issue and another hour in May. Especially as the month closes. When I pull May's report, the ticket doesn't show up because it was created in April. I also track total time spent per agent. Same issue. The hours get logged in the month the ticket was created, not based on when they spent the time working on them. Example: If I create a ticket April 30th and spend 1 minute on it, and spend 10 hours on May 1, the report says I spent 10 hours on that ticket in April because thats when it was created. Makes tracking billable hours impossible. Maybe I am using the wrong data or metric for the date ranges?

    1
  • Johann Lazarus

    With regards to Example 1 - we can have sometimes up to 3 people working on different activities in a single ticket for a customer.

    What do I need to do in order to show for a particular ticket which of my team members worked on a the ticket and the time they each expended?

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Makmur,

    If you're using Explore Professional, your data syncs one hour after the most recent sync ended. The sync time is randomized within the hour.

    Currently, there's no realtime syncing with Explore but something the team is looking into.

    Cheers!

    1
  • Chris Bulin
    Community Moderator

    Hi Chandni! You might want to check a couple of things. 

    1. Are the time tracking fields applied to your ticket form?
    2. Do you have any group or role restrictions set in the app settings?

    I have had unexpected results from both of those things before :) 

    1
  • Patrick Proesmans

    Chris Bulin 
    Thanks will give it a try

    1
  • Segio Daniel Hernández

    Hi guys!

    Thank you for the recipes! Im wondering if there's a way to know how many time a ticket spent in a status?

    i.e. How many time our tickets spent in hold or pending?

    And in which tickets a trigger made changes?

    Thank you in advance :)

    1
  • Andrei Kamarouski
    Community Moderator

    Hi Eugene Orman

    Our Zendesk has custom ticket fields and needs to calculate the time spent on the ticket updates when those fields had specific historical values (they change over time), not just for the current value of the fields. How do we get this? 

    1
  • James Sanford

    @Johann!

    It looks like you're trying to use Example 1 for a use case that it is not intended for.  Example 3 is more in line with what you are looking to report on to expose the update handling time spent per Agent.

    @Segio

    The Ticket Updates dataset includes metrics for Duration - Field changes you can use for this purpose.

    If you wish to see which Tickets a Trigger fired on you would need to update the Trigger to add a specific data point (such as a Tag) and then report on which Tickets contained that Tag.  Trigger usage cannot be reported on in Explore without these changes.

    @Harvey

    You can report on Public Comments per Ticket by Channel with this configuration using the Ticket Updates Dataset.  

    You would then need to add a Result Manipulation for Totals with the Average aggregator to achieve your desired results.

    1
  • Ben Fulton

    I'm trying to build a report that identifies the amount of time spent per update by the group the ticket was assigned to. Two years ago, a Zendesk rep posted this solution:

    You can achieve this Time Tracking by Group report with the following:

    Metrics: Sum(Update Handling Time - min)

    Columns: Update Ticket Group

    Rows: Ticket ID

    Simple Total result manipulation for the Sum of columns will allow you to include your Total resolution time (based on the time tracking data).

    However, I do not believe this is accurate. The definition of Update Ticket Group is:

    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.

    What we want to capture is the group at the *beginning* of the update, because the agent who performs the update is likely a member of *that* group, not the group the ticket is *handed off to*. 

    How can we report using the group the ticket was assigned to *before* the update was completed?

    Ideally we would instead use the fact "Updater group", but that doesn't seem to be a fact that's available in the update dataset.

    0
  • Makmur Arafat

    Hi team,

     

    Just want to ask, for time tracking data is it can only shown by D+1 or real time? We are using Zendesk support professional and Zendesk explore professional. 

     

    Thank you

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Phil,

    This cannot be done within Explore. If you're tracking this information in an organization field, you would need to use automations as I mentioned above but it may be a bit tricky getting the time tracking data from the ticket over to the organization field. I'm thinking you can use our API to pull this information from a ticket field and populating it into an org field using a custom script. However, that may be more trouble than it's worth.

    I wish I was able to provide an alternative solution for you here. It may be beneficial to create a separate post under our Support Troubleshooting and Q&A topic to help provide visibility to other users in the forum. Once you've created a post, I'm happy to get it added to our monthly Community Roundup and get your question out there :)

    0
  • Kevin Yu

    Hello Chris, Yes, I can confirm I am using Support: Tickets (default) dataset.

    0
  • Emily Henson

    Is there something I an import into explore without having to manually create the metrics to then have the dashboard? 

    0
  • Alex Aguilar

    Hi,

    Is there a way to format the time metric as HH:MM:SS? We use this in insights, but I cant seem to understand how the display format works in explore.

     

    Edit: Nvm. Found out the metric needs to be in seconds and the format used is duration.

    0
  • James Sanford

    Hey Boyan!

    You can achieve this Time Tracking by Group report with the following:

    Metrics: Sum(Update Handling Time - min)

    Columns: Update Ticket Group

    Rows: Ticket ID

    A Simple Total result manipulation for the Sum of columns will allow you to include your Total resolution time (based on the time tracking data).

    (please note that the Update Ticket Group filter in my example is only included for clarity and may not be necessary for your purposes)

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Phil,

    Have you had a chance to review our Reporting with custom fields article for Explore? You can pull these numbers from your Support account an email sent over to the manager from Explore if necessary. The only downside is that you can set up scheduled emails in Explore once that number has reached a certain threshold.

    Let me know if the above isn't what you're looking for.

    Cheers!

    0
  • Sophie H

    Hi! I've created the "Handling time per agent" bar chart as per the instructions. I was wondering if there's a way to overlay the average handling time for the team over the individual average handling times to compare how each agent performs compared to the average handling time across the whole team?

    0
  • Carla

    Hi,

    Is it possible to calculate the ticket handling time from a report like this, per quartiles?

    Thanks!

    0
  • Jared Allenbrand

    I am trying to find a way to relate time tracking to ticket tags. 

    This way we can match agent efficiency, IE Time spent on specific subjects/tags. 

    Does anyone have a way to do that?

    0
  • Tom

    Hi! I am trying to run the Update Handling Tim (min) metric in Explore but keep recieving the message below, depsit copying and pasting from the formula above? Any idea's?

     

    I can't see the error in the metric so struggling on this one.

    Thank You!

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Jim -

    You would need to rebuild the reports in Insights; there's not functionality to do a direct export/import between the two systems.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Mistyamber,

    I believe what Devan is referring to is adding the Updater attribute to your report which should get you the individual agent contributions. More information in our Metrics and attributes for Zendesk Support article which I've linked for you.

    When using the Updater attribute, you'll want to make sure you add the Updater Role > is not > End-user filter to your report.

    Let me know if you run into any issues setting this up :)

    0
  • Matthew Feczko

    Thanks for that! What about subsequent calls to the customer while the agent is on the ticket. Does that accrue time? And if that does, what if an agent then switches to another ticket, does that pause time?

    0

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