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
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
- In Explore, click the query icon (
). - In the Queries library, click New query.
- On the Choose a Dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Duration between events - Calendar hours (hrs) > Full resolution time (hrs).
- 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.
- 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
- In the Filters panel, click Add.
- From the list of attributes, click Time - Ticket created > Ticket created - Date.
- 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.
44 Comments
Ricardo Hello! Is this how I would calculate full resolution time minus all the time the ticket was in pending status during business hours? Basically, I want to know how long the ticket took to resolve considering when the ticket is in pending, we are waiting for the user to reply with more information. I didn't see a Pending business hours option in Explore.
VALUE(Full resolution time - Business hours (hrs)) - VALUE(Agent wait time - Business hours (hrs))
I have a hunch this is wrong because the numbers I am getting are in the minutes when I'd expect them to be in the hours.
Hello, Tiffany Miller,
Could you please try the formula below instead:
SUM(Full resolution time - Business hours (hrs)) - SUM (Agent wait time - Business hours (hrs))
That worked well for me, but let me know how it goes for you!
Ricardo, that worked! These numbers look a lot more accurate! Thank you!
Has anyone else run into this issue, I'd love to hear solutions!
Essentially, I'm trying to report on full resolution time (median) over a time period. We want to do this with reference to a specific date (because we made a process change on that date). To do that I'm filtering on the created date of the ticket (for example, created since June 26th). The problem is that there may still be some tickets open that were created back then. Is there a way to do this without having two reports (once that shows if there are any tickets still open that were created since 6/26 and one that shows the full resolution time for those tickets)?
Hey Mark,
Thanks for reaching out! To clarify, are we looking to exclude tickets that were created prior to June 26th to get a more accurate look at the full resolution time after a process change was implemented? If you could provide additional details regarding the end goal of this report, I'd be happy to take a look 🙂
Best,
Hi Taylor,
The end goal is to show the full resolution time for tickets created since a date (in this case June 26th and before some date). Using the full resolution time by itself doesn't give an accurate picture because some of these tickets may not be resolved (and once they are resolved the resolution time will change). So is there a way to filter a report so that no dates when there are still open tickets are included? I hope that makes sense!
Hello Mark,
So I talked with one of my specialists on this, and she suggested it would likely be easier to filter tickets that have been resolved and require less of a lift on your end. Would this solution work for your needs?
Bestr regards.
First Resolution time would still include things like Agent Wait Time and On Hold Time...and I am assuming if we create a formulate to subtract those two numbers, those wouldn't be as of the First Resolution time, but as of the entire lifecycle of the ticket, so they would artificially deflate the number. Are there either metrics or formulas for "First Agent Wait Time" and "First On Hold Time"?
Hi Devan - Community Manager,
Unfortunately in this case that doesn't really work.That's ok, I will just try to compare against other reports to see if we still have open tickets. I appreciate the effort!
Hi.
We are really struggling with building the metric as described.
Our goal is to create a report that presents the number of days a ticket is open and under our company's responsibility (calculate the resolution time without the pending in days).
Example: New Ticket (1 Business Day), Open (5 Business Days), Pending (10 Business Days), and Open again (1 Business Days) and Solved. I'm expecting to see 7 days in total.
Currently, the results are unreliable.
Please advice.
Thank you
Alon
Sounds like you are describing the built in metric, requester wait time.
https://support.zendesk.com/hc/en-us/articles/360000886627-About-native-Support-time-duration-metrics
Graeme Carmichael This is actually what we did but the results are not reliable.
It should count (according to my understanding) the time we handled the ticket without the pending hours/ days. But when we manually checking the results, the numbers are wrong.
I could not explain the reason why and it doesn't make sense that we are the only one that noticed it.
Alon
You may need to raise a support ticket to look into a specific ticket.
However, metrics such as Requester Wait Time are not updated real time with every data export to Explore.
The native duration metrics are not live counters, instead, they measure time duration between specific events. Support computes the time difference between two event timestamps and adds the results with the following behaviors:
So if your ticket is Solved or Closed, you can look back and see the metric values and they should reflect the journey of your ticket.
But a ticket sitting at open will not show as counting towards the Requester Wait Time until the ticket status changes. When the status is updated to Pending or Solved, then the metric is updated. I suspect that is the issue you are seeing.
Does that sound it fits with your data?
Matt gives some guidance on a workaround in his comment here.
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