Need help with a custom query

image avatar

Prakriti

Posted Mar 03, 2022

Hi there,

I need some help with a custom query.

I'm trying to calculate the first response time for our Tier 2 support. Our Tier 1 initially gets the ticket and they respond to it but I want to calculate the time Tier 2 takes to respond once the ticket is escalated to them.

Is there a query I could use for this? 

Thank you

1

1

1 comment

Date
    Newest
      image avatar

      CJ Johnson

      I haven't been able to crack this one either, you might want to upvote this feature request: https://support.zendesk.com/hc/en-us/community/posts/4408860632218-Calculating-First-Update-Time-after-ticket-was-re-assigned-to-another-group

      2

      Sign in to leave a comment.

      Didn't find what you're looking for?

      New post