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Explore recipe: Time Tracking app - Measuring ticket handling time



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Eugene Orman

Zendesk Product Manager

Edited Dec 03, 2024


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3 comments

Hello Eugene! 

Thanks for the informative post! 

I was wondering if there is a way that tracks only the time spent on a ticket for a specific agent. As you mentioned, the recipe works well if the same agent mostly handled the ticket. But I would like to know if I can really just get the time spent by one agent as somtimes several agents/teams work on one ticket. And that would add total time spent for the agent they did not actually spent on the ticket.

Thank you!

Christian

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Rosie

Zendesk Customer Care

Hello Christian, 
 
In that case, you could use the Updates History dataset and measure the update handling time of the agent. You can copy the recipe from Measuring update handling time by agent and filter the Updater name to specific agent you want to report. Then add the Ticket ID to see tickets that they've updated. Also make sure to filter it with the Updater role as Agent or Admin to exclude updates made by end-user or system. 
 
You can give it a try and see how it goes! Hope this helps. 
 

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Hello. I'm looking for a way to calculate the total handling time when it is outside of our standard business hours. For example, [Ticket ID] has a total tracked time of 00:47:38. However, one of those entries was logged at 11:00pm for a duration of 00:13:37. I would like a report that views all Ticket IDs, checks if the time tracking log took place outside of business hours, then calculates the sum of time tracked outside of business hours. Is there a way to illustrate these labor hours? 

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