URGENT!! Please Help - Possible to Report one - Can Zendesk Explore show per-update time spent per agent?

Hello, you can get close in Explore, but not in native reporting UI and true “clean per-comment time analytics” depends on how Time Tracking is implemented in your account.

​@richa6238bisnoi could you please suggest me any way how to report for this? with some examples. Any article or video is possible for this? I desperately need this reporting. Please Help.

Hey ​@mukund1987jha, I think this is what you’re looking for! Explore recipe: Time Tracking app - Measuring update handling time. Let me know if that doesn’t solve it. 

Unfortunately, this isn't possible natively in Zendesk Explore.

The Time Tracking app and the Explore report primarily track time at the ticket level. Metrics such as Time spent last update (sec) don't provide a true breakdown of time spent on each individual comment or update. When used in the Updates History dataset, the values are typically repeated across update records rather than showing distinct durations per update.

A few alternatives you could consider:

• Custom Explore metrics: You may be able to build calculated metrics using the Updates History dataset to estimate handling time between updates, although this can be quite complex and may not accurately reflect actual time spent on each comment.
• Third-party solutions: Tools such as Tymeshift offer more detailed agent activity tracking. You could also look at tools like Clockify for agent-level or ticket-level time tracking, though it doesn't natively track time against individual Zendesk comments or updates.
• Zendesk APIs: If you need accurate per-update reporting, your best option would be using the Ticket Audits API or Incremental Ticket Events API. This would allow you to export ticket events and build your own reporting to calculate and aggregate update-level durations by agent.

So if your goal is true per-comment time tracking, you'll likely need either a custom API-based solution or a dedicated third-party time-tracking tool.