Metrics and attributes for Zendesk Support

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Rob Stack

Zendesk Documentation Team

Edited Apr 18, 2025

3

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149 comments

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    Newest
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      Chad Susa (Gravity CX - Zendesk Partner)

      Hi All

      We're trying to measure the time it takes a ticket to be assigned for the first time in seconds. We want this time calculation so we can determine if a ticket has 'achieved' or 'breached' the first assignment time. Obviously Zendesk native SLAs don't track this metric 'First Assignment Time'.

      So if a ticket was first assigned in less than 9 hours, then it 'achieves' the SLA. If it was longer than 9 hours for the first assignment it 'breaches'.

      We are using the below standard calculated attribute to determine if a ticket was first assigned within a given timeframe (9hrs).

      IF ([Ticket assigned - Second]<=32400) 
      THEN "Achieved"
      ELif ([Ticket assigned - Second]>32400) 
      THEN "Breached" 
      ENDIF

      My first question is: Will this ([Ticket assigned - Second]) calculate ONLY the first assigned time or will it return the time in between the LAST two times the ticket was assigned? For example, will it calculate the time between the second time the ticket was assigned to an agent and the third time it was assigned to an agent, with the third assignment being the last assignment. In effect does it give a rolling time calculation between the last two assignments?

      My second question is: If we can figure out what the calculated attribute should be, is there anyway to ONLY measure this first assignment time in Business Hours and not calendar hours?

      Any help highly appreciated :)

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      Paul Strauss

      Is there a ticket last updated date that indicates the last time a ticket was updated by the agent? The ticket updated date seems to change when the system automatically moved it from Solved to Closed.

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      Максим Насон

      Hi, we have a need to see tickets, in which after the ticket was given the status solved, the agent leaves a comment,
      I tried to unload them using the formula 
      IF ([Ticket status on update - unsorted] = "solved")
      AND [Open Comment] = TRUE
      THEN [Ticket ID]
      ENDIF
      But it doesn't work, how can I do it?

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      Madison Hoffman

      No problem Paul. I think the most confusing part of using the backlog dataset is understanding which date to use, so you might want to check out this article that helps break down your options: What is the difference between Backlog recorded and Backlog end of period?

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      Paul Strauss

      Thanks, Madison Hoffman I was unfamiliar with the Backlog dataset. I'll give that a whirl and see if I can produce the report I need using that.

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      Madison Hoffman

      Hey Paul! That's exactly what the backlog dataset will allow you to do. Once you've selected the backlog dataset, you would select Tickets as your metric, then Status as a row and either Time - Backlog recorded and Time - Backlog end of period as a row as well. Then add a filter to look at Open or Pending status. 

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      Paul Strauss

      I've been asked to create a report that says how many tickets were in the open or pending state as of a particular date or series of days. Is this even possible to do?

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      Cam

      Caveat to this is that ticket needs to be on pending status for the agent wait time counter to kick in. Still a good start. Thanks Alex!

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      Alex Zheng

      Hey Cam,
       
      You can try using the Agent Wait Time metric as this will get you the time a ticket was in pending status which is generally the time an agent is waiting for a response from the customer.
       
      Let me know if you have any further questions.

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      Cam

      Hello,

       

      Is it possible to make a calculated metric that would measure time a customer replied to an agent-submitted ticket?

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