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Calculating first reply time using Zendesk Ticket Metric Events API

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Siri Rääf

Publicado 06 de fev. de 2024

Dear Zendesk, 

I have an issue calculating FRT using the Zendesk Ticket Metric Events API. 

In the API documentation it says that 'if you want to measure reply times, you can get the time a ticket was created and the time an agent first replied to it'. I have tried calculating the response time from the time ticket was created using following criteria: WHERE METRICES = 'reply_time' AND TYPE = 'measure' AND INSTANCES_ID = 0, and the time when the first agent comment was posted: WHERE METRICES = 'reply_time' AND TYPE = 'update_status' AND INSTANCES_ID = 1. However, the result includes internal comments and comments when a ticket is automerged, while first response time should be calculated based on the first public comment, right? Is there a way to identify whether a comment is internal or public? 
 
Please let me know if I missed something or if there is another way to calculate response time. 
 
Thanks!
Siri

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    Christopher Kennedy

    Zendesk Developer Advocacy

    Hi Siri,
     
    To calculate the first reply time from raw ticket data, use the Incremental Ticket Event Export API to return all ticket events.  This will allow you to check events to see whether they are comment events as well as the visibility (public or private) of those comments.

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    Siri Rääf

    Hi Christopher, 

    Thank you for your response. I was told that I can use the ticket metric events API together with the Ticket Audit API to calculate first reply time, is this possible? 

    Thank you!

    Siri

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