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Explore recipe: Reporting on full resolution time

Rob Stack
  • Edited
Zendesk Documentation Team

Explore Professional only

This report shows you how to measure the amount of time between when a ticket is created to when it is solved for the last time.

What you'll need

Skill level: Easy

Time Required: 5 minutes

Creating the report

  1. In Explore, click the query icon ( ).
  2. In the Queries library, click New query.
  3. On the Choose a Dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
  4. In the Metrics panel, click Add. 
  5. From the list of metrics, choose Duration between events - Calendar hours (hrs) > Full resolution time (hrs).
  6. Click Apply. Explore calculates, and displays the median time taken between when a ticket is created to when it is solved for the last time.

  7. Now, you can slice this data by adding one or more attributes. For example, if you add Ticket created - Date as a column, you can see the full resolution time on a day-by-day basis.

Customizing the report

Typically, the report you just generated will return a lot of results. To make your report more digestible, you can filter ticket results and select different chart types to represent your data. For example, you can filter ticket results to a specific month and select a line chart to show the increase or decrease in resolution time during that month.

To add a month filter to the report

  1. In the Filters panel, click Add.
  2. From the list of attributes, click Time - Ticket created > Ticket created - Date.
  3. Click Apply. The filter is displayed in the Filters panel.

Now, when you click the Ticket created - Date filter, you can select only the months you want to see on the report.

To change the report to display a line chart

In the visualization type menu (), click Line.

The chart is redrawn as a line diagram.

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39 Comments

  • Marina Her

    Would you be able to help me use this metric to minus on-hold time?

    I'm new to Explore and can't figure out how to make the time to resolution metric to minus the on-hold times. :( 

    Thank you!

    2
  • Ruel Antonio Calvelo

    Hi Marina,

    Unfortunately, setting the status On-Hold does not pause the timer for full resolution time. Full resolution time will include the time from ticket creation to ticket solved, regardless of the statuses in between.

    However, if your concern is that the FRT would extremely suffer because of setting a handful of tickets to On-Hold, I suggest you set up a trigger that adds a tag to a ticket once it's place in On-Hold status, and then filter tickets with that tag out of your report.

    Ruel

    0
  • Marina Her

    Hi Ruel,

    In Insights I am able to subtract the on-hold time using the query below:

    SELECT Full Resolution Time (hrs) [AVG] -her - onHold Time (hrs) [AVG]

     

    ** Where Full Resolution Time (hrs) [Avg] -her is equal to the below query:

    SELECT AVG(Full resolution time in minutes/60) WHERE Ticket Status <> Deleted

     

    ** Where the onHold Time (hrs) [AVG] is equal to the below query:

    SELECT AVG(On hold time in minutes/60) WHERE Ticket Status <> Deleted

     

    Shouldn't I be able to query this in Explore too?

    Could I not add the query somehow in Explore?

     

    Thanks for responding.

    Kind Regards,

    Marina

    0
  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Marina!

    Thanks to our resident Explore Experts I was able to learn about this particular formula

    VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min)

    If you want the value in hours you will select

    (VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min))/60

    Hope this helps you out

    1
  • Marina Her

    Hi Dan,

     

    Thank you for the metric! I appreciate it. That works for me. Now, I need to find out why the Explore resolution time is different from the Insights resolution time. :P 

     

    Kind Regards,

    Marina

    0
  • Bill Cicchetti

    @ Dan: Thanks Dan!  

     

    Do you now if this also takes in account when in Pending Status?  We  want to see how long the Agent was responsible for action (ie Open status)

    0
  • Dan Kondzela
    Zendesk Customer Advocate

    @ Marina - I would recommend submitting a ticket to support@zendesk.com for that one! If you want to lay out some details here we can look into it, but it is likely going to delve in to account specific details quickly, which will require a ticket regardless.

     

    @ Bill - It won't include pending, you will need to add that as a function of the Metric formula

    VALUE(Full Resolution Time - min)-(VALUE(On-hold Time - min+Pending Time - min))

    Thanks!

    1
  • Bill Cicchetti

    @ Dan   Thanks a bunch.  It gives me an understanding of the formatting of the query vs. Insight.  Also by chance you know what you need to do to base this on business hours?

     

    Thanks in advance!

    0
  • Nick Dushack
    Zendesk team member

    Hi Bill,

    You can base this on business hours by replacing the metrics with Full Resolution Time - Bus Hrs - min and On-hold Time - Bus Hrs - min. That will automatically exclude time outside of your business hours set under schedules. 

    0
  • Bill Cicchetti

    Thanks Nick

    0
  • Darryl Fresne

    So I would like to create the following in Explore, but have no clue where to start:

     

    (VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min))/60

     

    Ideas?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Darryl,

    You'll want to create a standard calculated metric using the article I've linked for you.

    (VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min))/60 should get you the results you're looking for.

    Let me know if you run into any issues!

    0
  • Sebastian

    VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min)

    doesn't work for me.

    The set of calculations Calculated member named 'AVG(timetosolveticket-be3b54c0c2)' references 'Full Resolution Time - min' which is unknown as measure. isn’t valid. Adjust the calculation and try again. (Error code: 65f07343)

    Did something change with explore?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Sebastian, there were indeed some metric name changes since Brett's reply above. I've made some alterations to the recipe to reflect this. In addition, I believe this updated formula should work for you.

    VALUE(Full resolution time (min))-VALUE(On-hold time (min))

    It didn't produce any errors and the data looks sensible. I hope this helps!

    0
  • Sebastian

    Thank you Rob. Adding everything in brackets and adding /[TICKET-I] would show the average amount of minutes for solving a ticket.

    But I'm not sure about that. Is it showing the time a ticket is held open in a group or the time a ticket was assigned to a group until solved.

    And is the "Solved" final, so that the user reopening the ticket will extend the full resolution time?

    It would be great to have the info in seconds for further calculations. Minutes alone show a ticket solving time of 0 minutes for many groups since I make a breakdown of ticket solving times per group.

    0
  • Sebastian

    It seems it doesn't really work like I imagine it working. For example the main group where all tickets come into first has a solving time of 5.5 days according to the calculation. That can't really be true.

    On the other hand, when I search for open tickets I see tickets that are open since one and a half month in some groups. Vulnerability reports, feature requests and such. However, they don't reflect in the stats.

    So does it only take the initial group or someting?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Sebastian, 

    I'm wondering whether you could just change the metric aggregator to AVG.

    It's showing, the total time from when a ticket was created until its latest resolution time minus the time the ticket was on hold. The full resolution time will extend if the ticket is reopened.

    You can use First resolution time (min) if you want the time to the first solve.

    I think the suggestion about having the time in seconds is good. I'd encourage you to post it as a request in the Community - https://support.zendesk.com/hc/en-us/community/topics/360001200913

    I hope this helps. If you want to dig deeper into this, let me know and I'll put your question into a ticket so someone can work directly with you. Thanks!

    0
  • Rob Stack
    Zendesk Documentation Team

    Our replies crossed over and I just saw your latest reply. I'll open a ticket for you and someone will be in touch as soon as possible.

     

    0
  • Sebastian

    I tried it with AVG but I don't think the results are true. Simple account close tickets needing 34 hours is unthinkable. This should be done in less than a hour in any case.

    What do you mean with ticket being on hold? For me interesting is the time between the user reporting the problem and the final "solved" of the agent since that would most probably mean the users problem is gone.

    First resolution time wouldn't help since the agents spread tickets to other departments often.


    1
  • Sebastian

    I opened a thread for the inclusion of seconds. https://support.zendesk.com/hc/en-us/community/posts/360038680633-Please-add-stats-for-seconds-not-only-minutes

    0
  • Myriam Lochu
    • Edited

    Hi 

    I found the idea about subtracting the On-hold time from the Full Resolution Time great.

    I have a follow-up question. If the ticket is solved, then reopened (that often happens when end users say thank you), then solved again, how can I subtract the time between the first solving and the reopening ? 

    Is there a metric that gives this result ? 

    Thanks 

    Myriam

    1
  • Irene Yung

    Hi, 

    How can I make a metric "Full resolution time - Business hours (days)"? I tried to duplicate from "Full resolution time - Business hours (hrs)" and change to 

    VALUE(Full resolution time - Business hours (min))/60/24

    but the KPI view still just say "XX hrs". Where can I fix it?

     

    Also, can/shall I exclude the "deleted tickets"?

     

    Thanks for help!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Irene Yung,

    So in regards to changing the format of results on your reporting, I would look into the article linked that goes into detail on Customizing the result format. 

    Best regards. 

    0
  • Irene Yung

    Hi Devan - Community Manager , 

    Would you have any news?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Irene,

    It looks like Devan included a link in his previous response to point you in the right direction. I've provided that link below :)

    Changing the format of results

    Hope this helps!

    0
  • Oliver Jackson

    I'm having a bit of a nightmare with this metric. I get all sorts of weird data when I search through agents' ticket. In this example, it shows huge FRT in many cases, but when I go to a ticket with high FRT, it was answered and solved within a minute or two.

    How can I correct this? The data is very inconsistent.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Oliver Jackson,

    I've created a ticket on your behalf so one of our experts can look into this issue. You should receive an email shortly, followed by a response from our team. 

    Best regards. 

    0
  • fellownarrator

    Hi,

     

    Is there a way to use the Solved status as a pause as opposed to an aggregate value for Full Resolution Time?  As someone mentioned above, Full Resolution Time measures from ticket creation to the final Solved status.  This means if something is sitting in solved for 11 days and then gets reopened, the full 11 days get added to the Full Resolution Time.  Is there a way to subtract that time and use the Solved status as a pause instead (effectively)?

     

    Thanks..

    1
  • Andrew Guo

    Yes, I'd also like to know how to create reports to show time from ticket creation to first SOLVE status as we give customers upto 14 days to re-open a ticket after close

    0
  • Ricardo
    Zendesk Community Team

    Hello Andrew Guo

    There is a metric called First resolution time in the Tickets dataset that should give you that information. For more information, see Metrics and attributes for Zendesk Support.

    0

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