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Time Spent per updater per ticket

  • July 8, 2021
  • 1 reply
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J

Is it possible to create a report that will show the time spent per updater, rather than assignee, per ticket.

Multiple agents can assist with one ticket and it is this I am trying to capture.

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    C
    • Chandra13
    • July 8, 2021

    Hi Jo! Zendesk has an Explore recipe here that highlights how to report on the average ticket update handling time based on the updater that might be helpful for you.

    For your specific use case, it sounds like you'll want to pull in both the Updater Name as well as the Ticket ID as attributes for your report and then use the SUM(Update Handling Time) metric. 

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