Response time per ticket interaction


  • Jessie Schutz
    Zendesk team member

    Hi Dan!

    This is a really interesting question. I'm going to check with some of the Insights experts among our Community Moderators to see if this is possible.

  • Graeme Carmichael
    Community Moderator


    You may get an idea of the response times using the ticket updates.

    Start with:


    • Date (Event)
    • Hour of Event
    • Ticket IT
    • Updater

    From there you can add more detail from text field changes:

    • Text field 
    • New value

    In terms of the response time between each change, I do not believe that is possible. But hopefully someone else can help.

  • Dan Nightingale

    Thank you for the responses however it still does not show me the time between each interaction step. If the system is able to provide a total responder wait time then I cant see why I cant get the individual times as surely these numbers are used to generate the total wait time?


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