Metrics and attributes for Zendesk Support

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    I would recommend utilizing the following metric in your report. You can find more info on this and more in our Metrics and Attributes article.

    Requester wait time (min) The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed.

    (Requester wait time (min))


    Best regards. 

  • Jorge Yeber

    I have a question about the metric Field changes Time (min)). Im building a calculated metric using the next code 

    [Changes - Field name]="Motivo Contacto"
    and [Changes - Previous value] = NULL
    AND [Changes - New value]!= NULL
    ) THEN VALUE(Field changes time (min))

    When I use the calculated metric these returns an emptyvalue. Why could occured that?

  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hi @...

    I checked in with one of our Explore team and they said the metric you made may be returning empty values for a number of reasons: you may have misspelled the field name, you could be using the wrong dataset in the report you're using it in, there may be no tickets that have Motivo Contacto as a value in the subset of ticket's you're looking at.

    Another good point is that if at any point in the life of the ticket that field changed to NULL, even if it is not NULL now, the code you have excludes that ticket. So for tickets that change back and forth, those would not show up with this metric.

    This recipe may help you get it sorted out a bit: Explore recipe: Reporting on the duration of fields.

    If that does't help I'd recommend contacting support so one of our advocates can help you troubleshoot in context and pinpoint what is going wrong!

  • CJ Johnson

    The Update - Timestamp Attribute appears to be missing from the Dataset for Support Updates. I'd love to know how this is calculated, as I'd like to make one that drops off the seconds from this timestamp. 

  • Rob Stack
    Zendesk Documentation Team

    Hi CJ Johnson, thanks for the question. As there are a bunch of different time-based attributes, we don't list them all individually. There are a couple of ways you could tackle this:

    1. Create your own attribute with just the elements you need like Year, Hour, etc. There's a great example of this at
    2. I think that the timestamp is always exactly the same length so you should be able to create a standard calculated attribute that returns only the first 16 characters of the Update - Timestamp attribute. The formula would look something like:

    LEFTPART([Update - Timestamp],16)

    I hope this helps to spark some ideas!

  • Reviewer

    Does an Answer Bot reply count as a agent First Reply? 

  • Brett Bowser
    Zendesk Community Manager

    Hey David,

    Excellent question! Answer Bot reply does not count towards the First Reply Time metric. FRT requires a public response from an agent on the account.

    Let me know if you have any other questions!

  • Reviewer

    Awesome! Thank you.

  • Crawford Philleo

    I'm wondering if there is a way to get the (Agent Replies) metric on the Tickets data set to reflect only public comments by agents that do not contain a specific string. I'm noticing that this metric is pulling in values when we've merged a ticket. I wouldn't count this as a "reply" to the requester. Is this possible? So in my use case, I'd want to be able to have a metric called like "Actual Replies" which would be the same as (Agent Replies) minus comments that include the string "was closed and merged into".

  • CJ Johnson

    Is there any plan to include an "end-user replies" in the Support Default dataset? It seems extremely strange that it's not available in this one. 

  • Elaine
    Zendesk Customer Care

    Hi Crawford,

    Agent Replies metric always counts all public replies that are sent by your Agents within a ticket.

    Agent Replies      The number of public replies added to a ticket by an agent.

    If you're referring to the merging process where you're making the merge comments that include the string "was closed and merged into" public, you actually have the option to make this private so that this comment will not be included in the count of Agent Replies moving forward (kindly see Step 5 on To merge one ticket into another ticket in the article I mentioned above).

    You can also set the default privacy for all ticket comments which can be done by an Admin to make merge comments deselected, and for them to be posted as a private comment by default.

    Hope I was able to clear this out. Cheers! :)

  • Elaine
    Zendesk Customer Care

    Hi CJ,

    If you use the Ticket updates Dataset in creating a query, you can actually find the End-user comments as a Metric.

    End-user comments The number of end-user comments on tickets. IF ([Comment present] = TRUE AND [Updater role] = "End-user") THEN [Update ID] ENDIF

    Hope I pointed you in the right direction. Cheers :)

  • CJ Johnson

    @... That doesn't help me unfortunately, I mentioned I was asking about the Support Default dataset. You cannot use the End User comments very effectively at all in the Updates dataset, because it gets constrained by the time frame. So if you want to see # of end user replies  on tickets created last week, you can't, because then it will only count end user replies at the time of the ticket creation, which is not helpful. That is why my question called out the default dataset. Additionally, the default set has agent replies, but not end-user, which really feels like an oversight. 

  • Elaine
    Zendesk Customer Care

    Sorry if I wasn't able to answer you in one go. Lemme try again, CJ. :)

    You can actually use the End-user comments from the Ticket updates Dataset as how you're expecting it.

    You can use the ticket creation date as a filter and then use any ticket update metrics on your query to show the data that you needed just like on the screenshot below:

    As you can see, the End-user comments do not show just the number upon creation of a ticket only which should be a value of 1. Instead, it actually shows the total number of End-user comments in a ticket's lifetime.

    I hope this time I was able to provide you the expected answer. Cheers! :)

  • CJ Johnson

    Hi Elaine,
    Try it again with "Tickets Created" as the Metric and end user replies as the attributes, and you should get 0s across the board. My request that end user replies be included in the Default dataset still would be helpful, IMO. This was available like this in Insights. 

  • Allen Lai / Head of CX @

    Is there a way to show/calculate the age of unsolved tickets in business hours/days?

  • Marco Malbas
    Zendesk Customer Care

    Hi Allen,

    Thanks for reaching out regarding this. You can use the metric "Unsolved tickets age (days)" for this, similar to what is described in this post:

    This would unfortunately not be able to only show business days, and there is no available metric at the moment that would achieve this. I would suggest posting this as a feedback:

    Hope this helps! Cheers!

    Marco M. | Zendesk Support

  • April Schultz

    How do I create an attribute that shows the date a ticket's status was changed from solved to closed? The new feature of being able to redact on a closed tickets will pose a problem in our current queries. It appears that if you redact on a closed ticket, the 'Ticket updated - date' field is updated to the date the redaction took place. We are displaying 'Ticket updated - date' with the 'Status' of closed on many queries since before this new feature, that date would never change. 

  • MarketSpark

    It is crazy to me that you have locked down the filtering of this dataset by at the very least Organizations, but ideally anything more than what is allowed right now. By not allowing this, this dataset is completely useless to me.

  • Gab Guinto
    Zendesk Customer Care

    Hi April,

    You can create an attribute that could identify the timestamp/date that the status was changed to Closed is through the Ticket updates dataset. Only through the Updates dataset can you create this custom date attribute. Here's how the formula should look like:

    IF ([Changes - Field name]="status" AND [Changes - New value]="closed")
    THEN [Update - Date]

    With this, you can create a report based on or filtered by the date the tickets were set to closed. If your reports are under the Tickets dataset, then I'm afraid there is no workaround for this.

  • Kautsar Akbar

    Hi team Gab Guinto

    So our team wants to do quality assurance for our agent by selecting tickets only works by one agent to measure their issue handling for customer inquiry. Is there any metrics that I can use to do that?

    - when we tried to do sampling, one ticket can contain more than 1 agent to solved/closed the ticket

    - we just want to select tickets who works by 1 agent only


    could you help with that? Thank you

  • Rosie Balagbis
    Zendesk Customer Care
    Hi Kautsar, 

    To specifically report one agent to measure his ticket handling, you can add the attributes "Assignee name" then select the agent name and apply. 
    Please make sure that you select the Tickets dataset

    A simple query may look like this for your reference: 


  • Taylor Edwards

    Could you please update this article with the following metrics:

    Number of New Tickets

    1. This month vs. last month (MTD vs. LMTD)
    2. This month vs. same month last year (MTD vs. LYMTD)

    Number of Solved Tickets

    1. This month vs. last month (MTD vs. LMTD)
    2. This month vs. same month last year (MTD vs. LYMTD)

    Created Tickets vs. Solved Tickets variance on:

    • all the normal date ranges: a single date, last week, last month, etc.

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