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Can I create a metric to give the time spent working on each ticket during last month?



Edited Jul 10, 2023


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How about the time spent by agents in tickets for a given time (month, week, etc.)? 

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Matt

Zendesk Customer Care

Hi Rudy! 

Yes, you should be able to see this for different time frames, like week for instance. This would involve just selecting a different time frame in the query filter for that step.

 

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What about seeing how much time each agent spent on a ticket (1 ticket, all tickets for 1 day)?

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Noly Maron Unson

Zendesk Customer Care

Hi Jennifer,

You can use the recipe in the article Time Tracking app: Metrics you need to be measuring under "Example 1: Ticket handling time by ticket ID".

Hope this helps. 

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