Can I create a metric to give the time spent working on each ticket during last month?

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7 Comments

  • Nick DeSpain

    I find that when using Total time spent (sec) the time does not get counted until the ticket is solved and the time is only attributed to the user assigned to the ticket.

    I sometimes have 2 techs working the same ticket logging time and we sometimes have project tickets that will remain open and ongoing.

    Is there a way to sum up the time logged for a given data range regardless of ticket status and who is assigned the ticket?

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  • Katie Dougherty
    Zendesk Community Team

    Hi Nick DeSpain,

    Thank you for reaching out!

    My understanding is that you want to track the time from when a ticket is created to when it is closed regardless of any ticket status changes or who is assigned to the ticket.

    My suggestion would be to add the "time tracking" app to your account: https://www.zendesk.com/apps/support/time-tracking/. In the resources below there is an example "Ticket handling time by ticket ID" which I believe should help produce the report you are hoping to create!

    For more information, please see these resources:

    If you are not interested in the time tracking app, you can use a combination of triggers and tags to track this information. This option would involve adding a tag when the ticket is assigned/reassigned to an agent and reporting on the duration of those tags.

    Please see the article: https://support.zendesk.com/hc/en-us/articles/115004946447-Can-I-report-on-the-duration-a-tag-was-on-a-ticket-

    Please let me know if this answers your question!

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  • Nick DeSpain

    Thanks Katie,

    We use the time tracking app.

    I'm actually trying to track how much time an agent has logged.

    Given any date range, lets say this month, regardless what status the ticket is in and regardless who is assigned the ticket.

    I've used this Time Tracking App Article and I've created Example 3: Update handling time by agent

    The time is not reported correctly. If the ticket is in pending status the time is not reported. If the ticket was solved by another agent the time is not reported.

     

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  • Katie Dougherty
    Zendesk Community Team

    Hi Nick DeSpain,

    Happy to hear that you are already using the Time Tracking App!

    Would you mind clarifying what you are trying to accomplish a little further:

    1. Are you looking to track the time it takes a ticket to go from creation to solved? If so, would the metric full resolution time work for you? If one agent works on a ticket and then another agent takes over solving the ticket, this metric still calculates that entire time.
    2. Or are you focused on tracking an agent's time spent on tickets? For example, if an agent spends X number of hours on a ticket and then assignees the ticket to another agent. Are you interested in tracking that initial time spent viewing the ticket?

    Looking forward to hearing from you!

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  • Nick DeSpain

    Hi Katie,

    1. No

    2. Yes. I want to track the sum of time an agent has logged on tickets within a given time frame.

    Regardless who is assigned the ticket and regardless what status the ticket is in.

    Furthermore I'd like to drillthrough and see how much time was logged to each ticket.

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  • Katie Dougherty
    Zendesk Community Team

    Hi Nick DeSpain,

    Thank you for your response! I have pulled our conversation into a ticket to be addressed by the Zendesk Customer Support Team so we can work through the custom reporting options for your account. You should receive an email update soon!

    Additionally, I would like to suggest that you can use the updater and event dates reporting options in the Time Tracking App!

    • These options would be more useful to you than the assignee and created/solved dates.
    • Using these options will show you time spent by a particular agent on particular days, regardless of what eventually happens to the ticket.
    • It is worth noting that the Time Tracking app works with submitted updates only. If the agent just looks and leaves, then nothing is logged. 

    Lastly, you should consider if you want this to measure the time a ticket is pending and when agents aren't actively working these tickets with a pending status. 

    Please look out for my email so our support team can continue to work with you! 

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  • Nick DeSpain

    Thanks Katie

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