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Boonyasak
November 10, 2021
Question

Agent Handle time measurement from Zendesk API

  • November 10, 2021
  • 5 replies
  • 48 views

Hello, 

Could you please advise? How can we get the Agent Handle time on Ticket level from API?

Does Zendesk API provide the Agent Handle time on Ticket level? Do we need to calculate handle time manually from Audits API?

Thanks

5 replies

Tipene
TipeneEmployee
Employee
November 11, 2021
Hey Boonyasak,
 
Thanks for reaching out!
 
It sounds like the Ticket Metrics and Ticket Metric Events APIs might be what you're looking for. If these don't quite fit your use case, let me know in a bit more detail what you're hoping to do and I'll see what else might be useful to you.
 
Feel free to reach out with any questions!
 
Tipene
B
BoonyasakAuthor
November 12, 2021

Hi Tipene, 

Thanks for your quick response!

We'd like to know whether there is any APIs that we can directly use to acquire the Ticket Handling Time without having to calculate it ourselves? The calculated metrics from the dashboard are shown in the screenshot below.

We would like to extract this metrics from API to our data warehouse. Could you please provide some guidance?

Thanks,

Mic

 

Tipene
TipeneEmployee
Employee
November 16, 2021
Unfortunately, at this time it’s not possible to export data via API from Explore. What I’d suggest is taking a look at the Ticket Metric Events API. You’ll be able to use that endpoint to access agent_work_time, among other metrics. Here's a reference to the different metric and event types:
 
https://developer.zendesk.com/documentation/ticketing/reference-guides/ticket-metric-event-types-reference/
 
Once you’ve got the data, you can then filter it based on metric i.e agent_work_time, and event - update_status would likely be best in this case.
 
I hope this helps! Let me know if you have any questions.
 
Tipene
    B
    BoonyasakAuthor
    November 22, 2021

    Thanks Tipene for your help! Let my try with your suggestion :) 

    Tipene
    TipeneEmployee
    Employee
    November 22, 2021
    No worries at all! Feel free to reach out with any questions.
     
    Have a great day!
     
    Tipene
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