This report shows you how to measure the amount of time between when a ticket is created to when it is solved for the last time.
What you'll need
Skill level: Easy
Time Required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
- In Explore, click the reports icon ( ).
- In the Reports library, click New report.
- On the Select a Dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Duration between events - Calendar hours (hrs) > Full resolution time (hrs).
- Click Apply. Explore calculates, and displays the median time taken between when a ticket is created to when it is solved for the last time.
- Now, you can slice this data by adding one or more attributes. For example, if you add Ticket created - Date as a column, you can see the full resolution time on a day-by-day basis.
Customizing the report
Typically, the report you just generated will return a lot of results. To make your report more digestible, you can filter ticket results and select different chart types to represent your data. For example, you can filter ticket results to a specific month and select a line chart to show the increase or decrease in resolution time during that month.
To add a month filter to the report
- In the Filters panel, click Add.
- From the list of attributes, click Time - Ticket created > Ticket created - Date.
- Click Apply. The filter is displayed in the Filters panel.
Now, when you click the Ticket created - Date filter, you can select only the months you want to see on the report.
To change the report to display a line chart
In the visualization type menu (), click Line.
The chart is redrawn as a line diagram.
We are really struggling with building the metric as described.
Our goal is to create a report that presents the number of days a ticket is open and under our company's responsibility (calculate the resolution time without the pending in days).
Example: New Ticket (1 Business Day), Open (5 Business Days), Pending (10 Business Days), and Open again (1 Business Days) and Solved. I'm expecting to see 7 days in total.
Currently, the results are unreliable.
Sounds like you are describing the built in metric, requester wait time.
@... This is actually what we did but the results are not reliable.
It should count (according to my understanding) the time we handled the ticket without the pending hours/ days. But when we manually checking the results, the numbers are wrong.
I could not explain the reason why and it doesn't make sense that we are the only one that noticed it.
You may need to raise a support ticket to look into a specific ticket.
However, metrics such as Requester Wait Time are not updated real time with every data export to Explore.
The native duration metrics are not live counters, instead, they measure time duration between specific events. Support computes the time difference between two event timestamps and adds the results with the following behaviors:
So if your ticket is Solved or Closed, you can look back and see the metric values and they should reflect the journey of your ticket.
But a ticket sitting at open will not show as counting towards the Requester Wait Time until the ticket status changes. When the status is updated to Pending or Solved, then the metric is updated. I suspect that is the issue you are seeing.
Does that sound it fits with your data?
Matt gives some guidance on a workaround in his comment here.
We are looking into creating a report that would show the attributes grouped in custom brackets:
Tickets resolved within 3 days
Tickets resolved within 3 to 5 days
and so on, is there a way to define this? When I try a custom grouped metric I am given a defined set of brackets (1 to 5 hours, 1 to 7 days), but I don't see the option to create custom ones.
It sounds like you want to set custom Full Resolution Time brackets. To do that, you can duplicate the standard Full resolution time brackets attribute and update the brackets to your desired timeframes. The standard formula is:
If you duplicate this attribute, you can update the formula to be something like this (or however you want the brackets defined):
This formula is AVG(agent wait time)/AVG(full resolution time), so by default it should be always less than 100% ,because full resolution time is always greater than agent want time, then why i am getting these results.
I'm attempting to measure the MEDian full resolution time for tickets solved last month, and then compare that time/month to the same time period for the past few years. I'm having no luck. Help?!
AMU Cx Lead, you could look at using the repeat pattern as described here. If you use the advanced option on the date filter, you can scope your results to last month and then apply a repeating pattern for each year you want to go back to.
I'm trying to use the built-in "full resolution time brackets" in a table to compare from organization to organization. The time brackets are not showing in the right order, no matter what I try. They are like this:
It seems like it's sorting by the first digit of the date range, which is ridiculous. Using "Advanced" only lets me sort on metric "count of tickets" not my rows or columns.
Nikki by default, Zendesk will order values in an attribute alphabetically/nurmerically. You could use an ordered set to arrange the values in the order that you want.
Thanks for your help. I did discover that functionality and tried it a couple of times before. But even though I create my custom order, it isn't applied. I see on the article you shared:
Nikki, you will not make this change with the sort options. After you create you ordered set, it creates a new attribute. It looks like you named this custom attribute "obvious order". When you are working with your query, you will want to look for "obvious order" in the attirbutes or either Rows or Columns.
Thank you so much for your patience with me! Yes, I got it working now. That has bugged me for months and I haven't taken the time to ask about it. THANKS!
Is there a way that Full Resolution Time can be calculated using the Support: Updates history dataset? We would like to filter the data by Organization (site) and the updated Organization Name is only available as "Updater Organization Name".
Unfortunately, it can't be used on other dataset. You can just use the attributes associated with organizations on the Tickets Dataset.
HI, does the full resolution time report calculate in business hours for example 8 hour days or is it based on a 24 hour days and does it also include weekends? Thanks
There should be a dedicated Full Resolution Time metric available for business hours (Full resolution time - Business hours (min)) that you can use in your reports. More information here: Metrics and Attributes for Zendesk Support
I hope this helps!
HI Brett, yes I realized that after I had already sent the comment to you. Sorry and thanks!!
Hi. We have been trying to create a report for our business where it would show the Resolution Time on a weekly basis where it would start from the time the ticket was created, the agent replied and then escalated or transferred to T2 with the Tags (VXIT2), the agent wait time for the T2 agent to pick up the ticket and until the ticket was completely closed/solved.
In addition, we would like to differentiate the Resolution time between those tickets that didn’t have any VXIT2 tags but were still transferred from T1 to T2.
Hoping someone could help.
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