Hi,
Is there a way to get handling times for tickets through Zendesk api:s?
I have found the Time Tracking app, but is it possible to get that data with api requests, or is handling times available for tickets without Time tracking app?
/Lisa
Get handling times for tickets via API:s
Hi,
Thank you! Some follow-up questions.
As I understand it, when status is available in ticket metric events I can get a value in minutes from it, for agent_work_time. Is this the actual time the agent spent on a ticket, or is it the time it was open, even though the agent might have worked on other tickets meanwhile?
I am only looking for the actual minutes the agent spent on a ticket actively working on it, meaning summarizing all those minutes for one agent during one day should add up to about a days work.
If multiple agents worked on the same ticket, is it possible to find out how much time they each spent on a ticket?
/Lisa
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Thanks for reaching out!
It sounds like the Ticket Metric Events API might be useful here. You’ll be able to use that endpoint to access agent_work_time, among other metrics. Here's a reference to the different event types:
https://developer.zendesk.com/documentation/ticketing/reference-guides/ticket-metric-event-types-reference/
I hope this helps! Feel free to reach out with any questions.
Tipene