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Calculating first reply time using Zendesk Ticket Metric Events API
已于 2024年2月06日 发布
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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2 条评论
Christopher Kennedy
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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