Available on Suite Professional plans and above Available on Explore Professional plans and above

In this Explore recipe, you'll learn how to create a report that shows the COUNT of tickets solved within business hours using a custom metric.

Skill level: Intermediate

Time required: 10 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving users access to Explore)
  • Ticket data in Zendesk Support

Building your report

In this example, the standard calculated metric is set to 4 hours; this can be changed to hours within the range of 1 and 24. To edit this, change <=4) to the number of hours of your choice.

  1. In Zendesk Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report.
    The report builder opens.
  4. In the calculations menu (), click Standard calculated metric.
  5. In the Name field, enter Tickets solved within 4 business hours.
  6. In the Formula field, enter or paste the following:
    IF(ATTRIBUTE_FIX(MED(Full resolution time - Business hours (hrs)), [Ticket ID]) <=4)
    THEN [Ticket ID] ENDIF
     Standard calculated metric
  7. Click Save.
  8. In the Metrics panel, click Add > Calculated metrics > Tickets solved within 4 business hours > Count.
  9. Click Save.
    Example of report in builder

For more information about calculated metrics, see the article: Creating standard calculated metrics and attributes.

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