Explore recipe: Reporting on tickets solved within business hours using a custom metric

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

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

7. Click Save.
8. In the Metrics panel, click Add > Calculated metrics > Tickets solved within 4 business hours > Count.
9. Click Save.
   

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