Ross Edwards

Hi Tom - did this get sorted?  I am in the same situation.

Joshua - did they ever sort this for you?  I am in a similar situation with 5 months over 100% overcharge.

OK feel free to correct me - I think we should actually be looking at the Ticket Audit Events API.  

The documentation is wrong in saying that Ticket Metric Events can be used to measure agent performance, "You can use the ticket metric events API to track reply times, agent work times, and requester wait times."  I don't see how this is possible.

I believe the actual data we need to calculate agent work time is in the Audit Events API.

I can call this for a ticket, and I there is a custom field with a numerica field name, which I believe is tracking the agent time logs:

/api/v2/tickets/33532/audits

                "id": 6201053197201,

Hi Erica

Thanks for your message, this makes sense, however I can't find the equivalent values in the Ticket Metric Events API that match the working example as documented for Explore.

Note I am only interested in the time logs submitted by users using the time tracking feature.

In order to create the "update handling time" metric, these docs refer to Changes - Previous value and Changes - New value attributes.

However there is no mention of these values in the API.  Also I can't see any mention of the agent ID in the responses from this API, so how could I measure time longs for users?

Please can I ask for an example of how to recreate the Explore example using the API.  For example, starting with the output of the Ticket Metrics Events API:

/api/v2/incremental/ticket_metric_events?start_time=1653483600

This returns a whole bunch of metrics, but nothing I can see would be useful, or relates to the Explore example.  Would be really helpful if you can say exactly what metrics I need to reference in my calculation, and how I can relate this to an agent, as above.

For the benefit of future people, I have worked around this by building a Report in Explore with the calculated metric as documented here:  https://support.zendesk.com/hc/en-us/articles/4408825230490-Time-Tracking-app-metrics-you-need-to-be-measuring

I put this in a Dashboard, scheduled it to deliver as CSV to me, setup an Outlook rule to forward this to Zapier, extracted the rows into SQL server, then did my thing (send them to our time tracking system).

Very messy, but work.  Would be much nicer to call the API.

Hi all

Have reviewed similar tickets, and there seems to be no consensus on if this is possible with the API.  The docs suggest it might be possible to put something together using the Metrics and Audit APIs, but I have poked around with the responses from these APIs and I can't construct anything that will give me the actual time logged by a user on a ticket.

To clarify, I am not looking for total time spent, which is already documented.

I need to extract from the API, the time spent by users on tickets.  I am sure there is a way to construct this from the audit logs, but I can't see how!

Please advise and document this Zendesk!

Can the API PLEASE expose individual time logs?  They are in the system somewhere, as we can report on them with Explore, but to my knowledge, the API only exposes the total time.

I think the Time Tracking app is a bit of an afterthought, and I don't believe the data it collects is available from the API.  Zendesk support please can you confirm?  We also have a need to pull time logs for individual user's updates, which I think is not that unusual a request.