Efficiency Resolution time



  • Gab Guinto
    Zendesk Customer Care
    Hi Kelly,
    Have you tried drilling into these values at the query level? One way to check is to open a new query and add the metric for First or Full resolution time (hrs), filter by date/month, and then slice the data by Ticket ID under Rows. You can sort the metric results in either descending/ascending value, and then check what value is in the middle of that table. The median aggregator looks at the value right in the middle of the set/list of values.
    If the values displayed in the dashboard still seem off or inaccurate when compared with the results down to the ticket level, then please feel free to reach out to us so that our support team we can have a further look. Thanks Kelly!
  • Kelly Rica

    Hi Gab,

    We are on the Growth plan, so I do not have access to the query level? Do I?
    "Have you tried drilling into these values at the query level?" 

    I am curious why all my previous months show 8 or under and Feb/March shows in the 90s

    Could this be a bug? 


  • Dane
    Zendesk Engineering
    Hi Kelly,
    If you are currently on Growth Plan, you don't have access to the query level of the report. To verify if there's any discrepancy will be a bit tricky. One way is to compare with the Tickets tabs to determine if it's proportional to the previous and current months especially with the Solved and created ticket. Once done, and you still feel that the data is not correct, feel free to contact Support directly and we'll help you investigate further.

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