Report on Lag time between incoming and outgoing responses



  • Official comment
    Taylor Bowser
    Zendesk Customer Advocate

    Hi Debasish! Thanks for posting your request :) 

    Unfortunately, there isn't a way to calculate the time between ticket updates. However, I was able to create a report that will display the timestamp for each but would require some math on the side to calculate the difference. Let me walk you through how to create this! 

    First, you're going to want to create a query using the Support: Ticket Updates dataset. Next, you'll want to add COUNT(Agent Comments) and COUNT(End-User Comments) to your Metrics section. 

    To slice this data further, we can add Ticket ID and Ticket Update - Timestamp as attributes to your Rows section. Lastly, we'll want to add Comment Type>>Public as a filter to exclude internal comments as shown below: 

    Once you hit apply, it will return results that look similar to this (screenshot from my test account): 

    With this report, you're able to find the exact time the ticket was updated with a public comment by either role but unfortunately we wouldn't be able to calculate the difference at this time. I would be happy to mark your request for internal product feedback for our team as I understand this would be an ideal function for your custom reports. 

    Hopefully that helps but let us know if you have any other questions! 

  • Debasish Namata

    Thanks Taylor, I will try out, do you know if we can leverage Requester Wait Time (hrs) [Mdn] Metrics which I can change as average coz the whole purpose of my report is to find how much average time Agent takes to respond after each update from requester which is also how much time requester is waiting for an update, is my assumption correct?

    Please advice. 

  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Debasish, 

    Happy to help! You could utilize Requester Wait Time as this will tally the amount of time the ticket has spent in New/Open/On-Hold status. However, this wouldn't break the data down by each time the requester waited for a response from the Agent. It would simply return one number based on the aggregator. For example, this is what it looks like from my test account: 



    Please feel free to reach out if you have additional questions! 


Please sign in to leave a comment.

Powered by Zendesk