Metrics and attributes for Zendesk Support

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Rob Stack

Zendesk Documentation Team

Edited Apr 18, 2025

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149 comments

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      Elaine

      Hi Jules,
       
      I hope you're having a wonderful day!
       
      I wanted to ask if you've had a chance to explore the adding total of the results feature. I believe it could provide the data you need to view in the report you've created for summing up the duration of the on-hold status of the ticket.

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      Alex Zheng

      Hey there,
       
      Unfortunately, with the updates history dataset there are not options as of now to incorporate business hours into the various metrics. The tickets dataset does have some options available to you to use like on-hold time and agent wait time that can be taken in business hours if that will suit your needs.
       
      Let me know if you have any further questions.
       

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      波乗り洋平

      When obtaining the elapsed time for each status in the update history dataset, is it possible to narrow down the elapsed time to business hours?

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      Jules Chan

      Hi team, would like to ask only what would be the formula if I would only like to get the over all total number of hrs/days a ticket is put to on hold status? Can it be calculated also if the ticket is still in on hold status as of the moment?

       

      Tried to use formulas above but it does not provide the over all total. it provides duration only each time the ticket was put to on hold status

       

      For example, a ticket was put to on hold like 5 times in its life cycle, and ticket is still on hold today, would I be able to get the overall count the ticket is put to on hold and the running time until the day I extracted the report which is today?

       

      thank you in advance

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      Ivan Miquiabas

      Hi Hannah, 
       
      Thanks for reaching out! 
       
      Ticket updates as a metric are all tickets updated within the status of Open, pending, solved and on-hold. 
       
       
      Hope that helps! 

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      Erin O'Callaghan

      Hi Amie Brennan, thanks for calling this out! I've updated the article with the six intelligent triage prediction-related attributes: Intent, Intent confidence, Language, Language confidence, Sentiment, and Sentiment confidence

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      Amie Brennan (SuccessCX)

      hey Rob Stack

      I think this guide needs to be updated to include the new AI attributes e.g Sentiment etc. :)

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      Scott D

      Is there a way to track the time added on a ticket via the time tracking app for tickets that were re-opened? I'd like to see the time added on a ticket before a ticket was solved and then re-opened. Then I would like to see the time added on a ticket after a ticket was re-opened then closed. I opened a ticket but support was unable to help.

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      Ivan Miquiabas

      Hi Bryan, 
       
      Thanks for reaching out to our Community! 
       
      Thanks Pedro fro chiming in, I agree on what Pedro has advised, you can utilize Tags as an identifier to create reports in Zendesk explore for comment content. You can be guided by this article. 
       
      Hope that helps!  

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      Pedro Rodrigues

      Hi Bryan conquilla, unfortunately it is not possible to read comment content in Explore. A workaround would be creating a trigger that detects the exact string and adds a specific tag to the ticket. That way you can later create reports in Explore for tickets with that tag.

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