How to calculate how much time passed from open/new to pending

8 Comments

  • Amy Dee
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    Hi Tom! There are a couple approaches you could take for this.

    If you're just interested in seeing the resolution time without the time spent in pending status, you can use the default Requester Wait Time metrics. Those capture the total time in New, Open, and On-hold status in calendar and in business hours. We have more info on default metrics here: Insights metrics reference.

    If you want to see the amount of time in any given status, you can use the [Text Field] Duration in minutes fact. Whenever a text field changes (and "status" counts as a text field), this fact records how long it had the previous value. For example, when a ticket changes from open to pending, it captures how long it was open before the change. We have more information about this approach here: Insights recipe: reporting on duration of a text field.

    I hope this helps! Happy reporting!

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  • Tom from dapulse
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    Hi Amy,

    I have created my custom report to show me AVG amount of time a ticket went from Open/New to any other status:

    I have excluded a bunch of tags too. My question is how come the result for "Closed" is only 6min' if my automation states that tickets are set to closed only after 72 hours?

    Thanks in advance!

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  • Amy Dee
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    Hi Tom! If a ticket goes from solved to closed status, then it likely went through the automation. I'd expect those tickets to have high numbers in this report.

    However, if a ticket goes from any other status to closed (like New > Closed and Open > Closed in your screenshot), then the most likely causes are ticket merges and auto-close triggers. In both of those workflows, tickets go immediately to closed status without going through solved status first. That could pull your average time down.

    You mentioned that you excluded some tags. Please note that "Ticket Tag isn't" filters do not work on their own. That's due to how tag data is stored in Insights. If you want to exclude tickets with certain tags, you need to create a filtering metric. We have details here: Reporting on ticket tags.

    I hope this helps! Happy reporting!

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  • Tom from dapulse
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    Thanks Amy, so just to make sure I got it right:

    It takes us about 3 minutes on avg to turn a new/open ticket to a pending status?

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  • Amy Dee
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    Hi Tom! That does seem pretty quick. The duration of a text field recipe includes "/60" in the metric. Did you include that in your version as well?

    If so, that means these results are in hours, not minutes. The [Text Field] Duration in minutes fact already returns results in minutes, so dividing those results by 60 converts to hours. If you want to stick with minutes, just remove the "/60."

    Depending on your typical workflow and turnaround time, 3-5 hours may be reasonable for time in New/Open status.

    I hope this helps! Happy reporting!

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  • Christine Berry
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    How do I write a report that would show the SLA for closed under 3 days? It would be great if it looking like the IRT stating what percentage was closed under 1 day, 2 day etc.

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  • Rona Yang
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    What metric would I use in Explorer? I can't find Requester wait time - I'm looking for a report that shows all of the tickets that have not been responded to in 4 hours.

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  • Brett - Community Manager
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    Hi Rona,

    According to our Explore documentation which I've attached, there should be a Requester Wait Time (min) metric you can use. I recommend taking a look at our metrics reference here: Explore Metrics and Attributes for Zendesk Support

    Let me know if you run into any issues locating this metric.

    Cheers!

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