We are trying to figure out a way to create a detailed report that does the following as well as a dashboard widget that just shows the resulting average time.
- Measures the time, in hours and minutes, using the ticket creation timestamp and the timestamp of when the ticket status is changed from New.
- This needs to be measured using business hours
- We need to filter the results by the forms that are used for the tickets
- This allows us to report on different support teams
- We need to filter the results by time frame (days, months, YTD, etc.)
Thanks for posting your question!
It sounds like you're looking to build a report that tracks the time between ticket creation and when the ticket status changes from "New," while also applying business hours and additional filters like ticket forms and time frames.
You might find this Zendesk Explore recipe really helpful: Explore recipe: Reporting on the duration of fields
This guide walks you through how to create a custom metric that measures the duration between specific ticket events — exactly what you need when calculating the time from ticket creation to the first status change. It also covers how to:
- Set up the duration using business hours instead of calendar hours.
- Apply filters such as ticket form, ticket status, and custom date ranges (days, months, YTD, etc.).
- Create a dashboard widget to display the average time clearly.
You’ll likely need to create a standard calculated metric using the business hours timestamps available in the dataset (e.g., First status change - Ticket created (business hours)). Then you can use attributes like "Ticket form" and "Update - Date" to apply the filters you mentioned.I hope this helps!