In Zendesk, it's fairly easy to capture and report on Time Definitions like "first reply time" and "first resolution time". To report on other times though, you need to create a custom metric within Insights to capture the exact ticket updates and get their timestamps. You then have to calculate the difference between those events to get the desired time length.
In this tip of the week, we'll cover how to create reports based on custom metrics in three steps:
- Create a metric to get the timestamp for every event.
- Create a third metric that calculates the time difference between (duration = Event 2 - Event 1).
- Create the report.
Before you get started, you should be familiar with building custom metrics in Insights. If you aren't sure about that process, check out this Help Center article.
Head to the forums, to learn more
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