• Chris Bulin
    Community Moderator

    Hi John, in order to get started with Time Spent metrics you'll need to use the Time Tracking app. Once you start tracking time on your tickets, then you can use these recipes to create custom metrics. Then you can add the metrics (specifically you'll want the Total Time Spent which is the SUM(Update Handling Time) metric in that linked article) to your query and select the organizations as your attributes. Hope that helps!

  • Hillary Latham
    Community Moderator

    Hey John - some alternative thoughts to Chris's idea, if you feel like Requester Wait Time metric might capture correctly the time you spend on tickets (depends on how granular you need to be since this is a metric at the ticket level, and not at the agent/group level).  If so, you can use this metric in your query and use Results Manipulation > Top/Bottom to show the top 10 results after sorting (Results Manipulation > Sort).

    This metric does show the total time the ticket is assigned to your agents, not just the time they were actually working on the ticket.  If you need that info, you will need the Time Tracing app that Chris mentions.

    If you need to get fancier and show the work in the past 7 days or previous week only, consider creating a Date Range Calculated metric: https://support.zendesk.com/hc/en-us/articles/360022184194-Adding-time-and-date-calculated-metrics

  • Nicole Saunders
    Zendesk Community Manager

    John I just wanted to give you a shout-out for your examples. 😂


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