Tickets Solved Per hour?

6 Comments

  • Amy Dee
    Zendesk team member

    Hi there! There is a default attribute in Insights called Hour Ticket Solved. You can use this along with the Date (Ticket Solved) and Ticket Assignee attributes (under How) and # Tickets metric (under What) to get the report you described.

    We have a list of available attributes in our Insights object reference.

    Please note - Zendesk stores ticket dates and times in UTC. The Hour Ticket Solved attribute is converted to the current Zendesk account timezone. This means you may see discrepancies between the report and agent interface if you are set to a different timezone (including shifts from daylight savings time).

    2
  • David Birchmier

    Hi Abbey,

    You can also get Tickets Solved Per Hour by Agent easily from within Tymeshift

    Here's a screenshot showing an example of what I mean:

    Is this what you're after?

    1
  • Fiona

    Hi there

    Is there a way to calculate this (tickets solved per business hour) in Explore? 

    Thanks!

    Fiona

    0
  • Candie Baring

    Hello Fiona!

    You may refer to this article on how to create a custom metric that will show the business hours.

    https://support.zendesk.com/hc/en-us/articles/360022298374-Explore-recipe-Filtering-queries-by-business-hours

    You just need change Ticket created to Ticket solved.

    0
  • Spencer Little

    @david is tymeshift update in real time?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Spencer,

    It may be worth reaching out to the developers of Timeshyft directly. You can find their contact information on their app page which I've linked for you.

    Hope this helps!

    0

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