Hello,
Could you please advise? How can we get the Agent Handle time on Ticket level from API?
Does Zendesk API provide the Agent Handle time on Ticket level? Do we need to calculate handle time manually from Audits API?
Thanks
Agent Handle time measurement from Zendesk API
Hi Tipene,
Thanks for your quick response!
We'd like to know whether there is any APIs that we can directly use to acquire the Ticket Handling Time without having to calculate it ourselves? The calculated metrics from the dashboard are shown in the screenshot below.
We would like to extract this metrics from API to our data warehouse. Could you please provide some guidance?
Thanks,
Mic
Unfortunately, at this time it’s not possible to export data via API from Explore. What I’d suggest is taking a look at the Ticket Metric Events API. You’ll be able to use that endpoint to access
https://developer.zendesk.com/documentation/ticketing/reference-guides/ticket-metric-event-types-reference/
Once you’ve got the data, you can then filter it based on metric i.e
I hope this helps! Let me know if you have any questions.
Tipene
agent_work_time, among other metrics. Here's a reference to the different metric and event types:https://developer.zendesk.com/documentation/ticketing/reference-guides/ticket-metric-event-types-reference/
Once you’ve got the data, you can then filter it based on metric i.e
agent_work_time, and event - update_status would likely be best in this case.I hope this helps! Let me know if you have any questions.
Tipene
No worries at all! Feel free to reach out with any questions.
Have a great day!
Tipene
Have a great day!
Tipene
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Thanks for reaching out!
It sounds like the Ticket Metrics and Ticket Metric Events APIs might be what you're looking for. If these don't quite fit your use case, let me know in a bit more detail what you're hoping to do and I'll see what else might be useful to you.
Feel free to reach out with any questions!
Tipene