Hello guys,
I am trying to get a report for each ticket and the time that the ticket was assigned/kept open in the agent's queue.
Is there a specific metric as the "Total Time Spent" keeps changing? (screenshots attached for the sum of total time spent)
Note: Ticket lifecycle might be assigned to different agents but each agent will be doing an update (public/internal comment or changing assigned agent/group)
Hey @sherif11 -
The Time Tracking App, in combination with Explore, should get you pointed in the right direction, as outlined here: https://support.zendesk.com/hc/en-us/articles/4408885648282-Can-I-create-a-metric-to-give-the-time-spent-working-on-each-ticket-during-last-month-
TymeShift, recently acquired by Zendesk, might be another solution.
Lastly, you could track the lifecycle of a ticket by using the Updates History Dataset, looking at each leg of the ticket, and timestamp data associated with the Updater Name associated with each Leg. Hope this helps!
Brandon
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