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Lisa25
November 17, 2021
Question

Get handling times for tickets via API:s

  • November 17, 2021
  • 2 replies
  • 31 views

Hi,

Is there a way to get handling times for tickets through Zendesk api:s?
I have found the Time Tracking app, but is it possible to get that data with api requests, or is handling times available for tickets without Time tracking app?

/Lisa

2 replies

Tipene
TipeneEmployee
Employee
November 17, 2021
Hi Lisa,
 
Thanks for reaching out! 
 
It sounds like the Ticket Metric Events API might be useful here. You’ll be able to use that endpoint to access agent_work_time, among other metrics. Here's a reference to the different event types:
 
https://developer.zendesk.com/documentation/ticketing/reference-guides/ticket-metric-event-types-reference/
 
I hope this helps! Feel free to reach out with any questions. 
 
Tipene
L
Lisa25Author
November 18, 2021

Hi,

Thank you! Some follow-up questions.

As I understand it, when status is available in ticket metric events I can get a value in minutes from it, for agent_work_time. Is this the actual time the agent spent on a ticket, or is it the time it was open, even though the agent might have worked on other tickets meanwhile?

I am only looking for the actual minutes the agent spent on a ticket actively working on it, meaning summarizing all those minutes for one agent during one day should add up to about a days work.

If multiple agents worked on the same ticket, is it possible to find out how much time they each spent on a ticket?

/Lisa

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