Exclude events from ticket resolution time in Explore


  • Marco
    Zendesk Customer Care
    Hi Vitaliy, thanks for reaching out on this. This would be tricky because of the specific conditions that you stated, may I know if you have already checked out using the time tracking app? This might simplify it for you: https://support.zendesk.com/hc/en-us/articles/4408825230490-Time-Tracking-app-metrics-you-need-to-be-measuring
    In addition, I will be checking with our Explore team regarding this, but just would like to inform you that creating custom metrics would be out of our scope, but I'll see what I can do. 

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