We use a different system in order to triage the importance of our tickets before our team solves them in Zendesk. We are hoping to gather data on the exact amount of time a ticket spends in that other system by timestamping the ticket there as soon as it is complete and leaves the system to then sit in the correct queue in Zendesk. However, I cannot find a Ticket Field type that supports this timestamping, which should then pull into the ticket in Zendesk. Is there a way that I can do this?
Pulling in Timestamp data from another platform
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Hi Christian -
It'd be helpful if you could go into a little more detail about how your triage system works. Is the ticket created in Zendesk, and then the triage system operates and finally assigns the ticket to a particular group or something?
If so, and if you can isolate the changes made to the tickets by your triaging system, you might be able to create a custom metric using the Ticket Events dataset in order to measure the length of time between ticket creation and the changes made by the triage system.
There are some recipes that you might be able to base this metric on here: Explore recipe: Reporting on the duration of fields
If that's not how your system works (e.g., if the ticket isn't created in Zendesk until the triage process is complete), then I think you'll probably need to pull the ticket creation timestamp out of Zendesk via the API and merge that with data from your triage system outsize of Zendesk so you can analyze it there.
I hope that helps - let me know if I've misunderstood you.