Explore recipe: Reporting on full resolution time

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  • Alon Eidelman


    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.

    Please advice. 
    Thank you

  • Graeme Carmichael
    Community Moderator


    Sounds like you are describing the built in metric, requester wait time.


  • Alon Eidelman

    @... 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.

  • Graeme Carmichael
    Community Moderator


    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:

    • The new metric value is recorded on the ticket only after the specific events take place.
    • The metric’s value will appear as null until two required events occur at least once. 

    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?


  • Graeme Carmichael
    Community Moderator

    Matt gives some guidance on a workaround in his comment here.

  • Jorge Moreno


    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.

  • Michael B
    Zendesk Customer Care
    Hi Jorge,
    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 (VALUE(Full resolution time (min)) <= 60*5)
    THEN "0-5 hrs"
    ELIF (VALUE(Full resolution time (min))>60*5 AND VALUE(Full resolution time (min)) <= 60*24)
    THEN "5-24 hrs"
    ELIF (VALUE(Full resolution time (min))>60*24 AND VALUE(Full resolution time (min)) <= 60*24*7)
    THEN "1-7 days"
    ELIF (VALUE(Full resolution time (min))>60*24*7 AND VALUE(Full resolution time (min)) <= 60*24*30)
    THEN "7-30 days"
    ELIF (VALUE(Full resolution time (min)) > 60*24*30)
    THEN ">30 days"
    ELSE " Unsolved"
    If you duplicate this attribute, you can update the formula to be something like this (or however you want the brackets defined):
    IF (VALUE(Full resolution time (min)) <= 60*24*3)
    THEN "3 days"
    ELIF (VALUE(Full resolution time (min))>60*24*3 AND VALUE(Full resolution time (min)) <= 60*24*5)
    THEN "3-5 days"
    ELIF (VALUE(Full resolution time (min)) > 60*24*5)
    THEN ">5 days"
    ELSE "Unsolved"
  • Ravindra Singh

    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.


    Please assist.


  • AMU Cx Lead

    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?!

  • David Sarnowski
    Zendesk Employee

    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.

  • Nikki

    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:


    0-5 hours

    1-7 days

    5-24 hours

    7-30 days

    >30 days



    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.

  • David Sarnowski
    Zendesk Employee

    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.

  • Nikki

    David Sarnowski


    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:

    Note: When using an ordered set avoid using the sort option in the result manipulation menu. It will override the order you specify.
    But of course, a sort order has already been applied before, and I can't figure out how to disable it or how to make my new ordered set be applied. I found that I can add it up in the filter area (I couldn't figure out where else to put it), but it has no effect.
    I named it "obvious order" :) and it looks right here.
    but although I click "apply" the table remains the same:
    (This time it's in a slightly different order from what I mentioned before; who knows why.)
    Where do I "apply" my ordered set and/or where do I disable the existing incorrect sort order?
    Thanks for your help!
  • David Sarnowski
    Zendesk Employee

    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.


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