• Christophe Tiraboschi

  • December 30, 2021 12:23

  Zendesk Customer Care

  Hi Wakao,
   
  If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
  

  • Time Tracking app: metrics you need to be measuring

   
  If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:
   
  
   
   
  Regarding including the field over time periods in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.
   
  Could you please share a bit more details on how this field is integrated in your workflow?
   
  If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:
  

  • Contacting Zendesk Customer Support

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