Chai T.

Hello Çağatay Kater,
 
After you add a Facebook account to Support, Support monitors messaging activity on the Facebook account. Each new Wall post (a public message) on the Facebook account becomes a ticket in Support. On Zendesk Suite plans, private messages sent to the Facebook account through Facebook Messenger will also become tickets.
 
You may refer here for more information, you may check Setting up your public Facebook channel. 
 
 

Hi Hannah, 
 
Some metrics come natively out of the system. Others - the ones with the eye icon beside it- are calculated between timestamps. Only the former can be 'business hours'. You are also correct in notating that assignment events are part of the ticket events. When you could say that it lives at the ticket level, it also relies on the system's stamped time. 
 
Of course, Hannah. Thank you for taking the time to learn more about Explore and the Last assignment to Resolution time metric.