About native Support time duration metrics

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44 Comments

  • Jake Warren

    Just to confirm, unlike Requester Wait Time, does First and Full Resolution Time include time no matter the status?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jake! Yes that's right, the First and Full resolution time metrics includes the time spent in new, open, pending and hold statuses.
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  • Stephane M

    Hello,

    I am trying to calculate the Requester wait time for the last assignee.

    For example : let's say a ticket is created, spends 2 days as new, is assigned to Agent 1, ticket stays open for 3 days while assigned to Agent 1, ticket is then assigned to Agent 2, and stays open for 1 day before being solved.

    The current Requester wait time for the ticket is the total of all wait times : 2 + 3 + 1 = 6 days

    I'd like to only have the wait time since Agent 2 is assigned to it, which would be 1 day !

    Would there be any way to calculate that ?

    Thanks for you help !

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  • Gab Guinto
    Zendesk Customer Care
    Hi Stéphane,

    The Requester wait time metric is under the Tickets dataset, and I'm afraid the dataset does not offer the option to slice the data by historical assignees. That report be possible through the Updates history dataset. The updates dataset does not have the native Requester wait time metric, but you can use the status time metrics – New status time, Open status time, and On-hold status time – in your calculation. You can add these three metric to the report and then use a Result metric calculation to combine the values into one column. Example:

    If you add Update ticket assignee under Rows or Columns, the data will be sliced by the assignee names at the time these values were recorded. If you need to only display the data on the last/current assignee, then you may create a custom attribute with a formula similar to this:
    IF [Update ticket assignee]=[Assignee name] THEN [Update ticket assignee] ENDIF
    Use this to custom attribute instead of the native Update ticket assignee as slicer (exclude NULL values from the attribute), and your report should show the requester wait time (time spent in new/open/hold) under the current assignee. 
     
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  • Satoshi Ishii

    Hi,

    Based on this article, I think "full resolution time = agent wait time + requester wait time", but I see the case that it is not correct. As far as I checked some tickets, this calculation is not correct when the ticket is reopened. agent wait time and/or requester wait time are counted correctly after the reopen?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Satoshi,

    That's right, for reopened tickets, the full resolution will include the time from when the ticket was initially placed in solved status until it was reopened. A workaround is to create a report under the Updates History dataset and get the sum of the native metrics for New, Open, Pending and On-hold status time.
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  • Mohamad Mahmoud Salem

    The first resolution time keep updating daily and I am unable to get the right numbers. how can I get the accurate numbers. 

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  • Dane
    Zendesk Engineering
    Hi Mohamad,

    It's possible that you are seeing the Full Resolution time and not First Resolution time. Once you have confirmed that it's the First Resolution that is changing with a specific ticket, take note of that ticket and contact us directly so that we can investigate further.
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  • Matthew Natali

    Does Agent Wait Time + Requester Wait Time = Full Resolution time?

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Matt,

    Agent wait time + Requester wait time is NOT Full resolution time. There are cases when a Solved ticket gets reopened, when this happens, the time it stays in Solved up until it turns back to Open status is not captured by either Agent wait time or Requester wait time but is included in the Full resolution time.

    Hope this helps.

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  • Darren Taylor

    If a ticket goes into onhold status and say remains there for a week, when the ticket is finally marked as solved, does the full resolution time take into account the week it was onhold for?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Darren,
     
    Yes that is correct as the resolution time simply calculates the time from ticket creation to when it is solved. If you want to exclude on-hold time you can try something like what we have outlined in the article here.
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  • Benjamin Clough

    Hi,

    Is there a way of calculating First Resolution time without time spent in Pending between Ticket Creation and First Resolution?

    Currently, I can report on Full Resolution without Agent Wait Hours, but I can't use this for First Resolution as some Agent Wait Hours happened after the First Resolution

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  • James G
    Zendesk Customer Care
    Hi Benjamin,
     
    Unfortunately, Zendesk Explore does not have a built-in feature that could achieve what you're looking for. However, you can use a workaround solution by creating a workflow that adds a unique identifier to those kinds of tickets. This could be done by adding tags for example or setting a ticket field to a specific value, etc.
     
    Once you have a unique identifier added to those tickets, you can then use it as a filter in Zendesk Explore. This way, you can make sure that the metric you're calculating only considers tickets that were not set to the Pending status before being resolved for the first time.
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