Maksims Svjastins

Hey, Martin! 

The solution provided by Carlos will actually show you the combined time that the ticket spends in these statuses - the more interactions there are in the ticket - the longer will be the metric. 

We were looking for an average reply time of every email customer sends us. It's not something Zendesk can do out of the box - but we were able to create a custom metric that is close to what we wanted (it does have some limitations). 

 

Here's how it looks: 

IF ([Changes - Field name] = "status"
AND ([Changes - Previous value]="open" OR [Changes - Previous value]="new")
AND [Comment present] = TRUE
AND [Comment public] = TRUE
AND [Updater role] != "End-user")
THEN Value(Field changes time (min))
ENDIF

It calculates the time between the ticket status updates - from the customer reply to agent reply with a ticket status update.  (From Open to Ticket statu change + Public comment) 

 

Hey! 

We're looking for a possibility to display average individual reply time.
That means the average time between the ticket is set to open and resolved. 

Requester wait time metric is a combination of all replies in a lifetime of a ticket - but we're looking into seeing the time for each individual touch. I hope it makes sense. 

At this point, it is clear that we have to use custom calculation - I would really appreciate If you could help me to figure the formula out or direct me towards a resource that may help.