Metric

Description

All tickets

The number of tickets currently in your Zendesk account.

New tickets

The number of tickets currently in your Zendesk account where status is new.

Created tickets

The number of tickets created, excluding those that have been deleted.
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Count of tickets grouped by tickets.created_at.

Solved tickets

Count of tickets grouped by tickets.solved_at.
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​Note: If you want to count tickets currently in a solved status, apply a status=solved filter.

Open tickets

The number of tickets currently in your Zendesk account where status is open.

Pending tickets

The number of tickets currently in your Zendesk account where status is pending.

On-hold tickets

The number of tickets currently in your Zendesk account where status is hold.

Count of tickets where status NOT IN ("closed", "solved").

Unsolved tickets

The number of tickets in your Zendesk account where status is not closed or solved.

Unassigned tickets

The number of tickets in your Zendesk account with no assignee and where status is not closed or solved.

Count of tickets where status NOT IN ("closed", "solved") AND ticket.assignee IS NULL.

One-touch ticket resolution rate

The percentage of tickets that were resolved with one agent reply.

Metric

Description

First resolution time (calendar)

Time from when the ticket was created to when it was first solved.

The difference between ticket.solved_at and ticket.created_at grouped by ticket.solved_at.

First resolution time (business)

Time from when the ticket was created to when it was first solved, excluding out-of-office hours.

Full resolution time (calendar)

Time from when the ticket was created to when it was last solved.

The difference between ticket.last_solved_at and ticket.created_at grouped by ticket.solved_at.

Full resolution time (business)

Time from when the ticket was created to when it was last solved, excluding out-of-office hours.

First reply time (calendar)

The time the assignee took to reply to the first incoming message in a ticket.

The difference between first_reply_at and ticket.created_at grouped by ticket.created_at.

First reply time (business)

The time the assignee took to reply to the first incoming message in a ticket, excluding out-of-office hours.

On-hold time (calendar)

The time that a ticket was in the on-hold status.

On-hold time (business)

The time that a ticket was on hold, excluding out-of-office hours.

Agent waiting time (calendar)

The time the assignee waits for additional information from the requester.

Agent waiting time (business)

The time the assignee waits for additional information from the requester, excluding out-of-office hours.

Requester waiting time (calendar)

The time the requester waits for responses and answers in the total time it takes to solve their issue.

Requester waiting time (business)

The time the requester waits for responses and answers in the total time it takes to solve their issue, excluding out-of-office hours.

Metric

Description

Rating (CSAT)

COUNTIF(rating = good) / COUNT(all ratings) * 100, grouped by satisfaction_ratings.created_at.

Satisfaction comments

Comments from satisfaction surveys.

Good satisfaction tickets

Count of good satisfaction tickets.

Bad satisfaction tickets

Count of bad satisfaction tickets.

Rated satisfaction tickets

Count of rated satisfaction tickets.

Percentage of tickets with satisfaction ratings

Percentage of tickets that received satisfaction ratings within a time period.

Metric

Description

Percentage of SLA tickets achieved

The percentage of tickets that have had no SLA breaches selected time period.

Percentage of SLA tickets breached

The percentage of tickets that have breached at least one SLA policy target.

Number of SLA targets achieved

The number of tickets that have had no SLA breaches selected time period.

Number of SLA targets breached

The number of SLA targets that have breached at least one SLA policy target.

Number of active SLA tickets

The number of tickets with an active SLA policy.

Number of active unbreached SLA tickets

The number of active tickets without an SLA target breach.

Number of active breached SLA tickets

The number of active tickets with at least one SLA target breach.

Percentage of SLA targets achieved

The percentage of SLA targets that have had no breaches.

Percentage of SLA targets breached

The percentage of SLA targets that have breached at least one SLA policy target.

Number of SLA targets achieved

The number of SLA targets that have had no SLA breaches.

Number of SLA targets breached

The number of SLA targets that have had SLA breaches.

SLA target list

List of tickets with SLA policy and metric details.

Metric

Description

Updated tickets

The number of tickets updated, excluding those that have been deleted.

Number of agent replies

The number of agent replies added to a ticket.

Number of internal comments

The number of internal comments added to a ticket.

Number of agent updates

The number of updates by agents to a ticket.

Number of agent comments

Includes public comments, internal notes, and ticket creations.

Ticket updates list

List of tickets with ticket updates.

Average replies per ticket

The average number of agent replies on tickets.

Average replies per solved ticket

The average number of agent replies on solved tickets.

Metric

Description

Active in queue

The number of active conversations that have not yet been answered by an agent.

Active assigned

The number of conversations being addressed by an agent.

Inactive assigned

Assigned conversations without a reply from the end user for 10 minutes.

Inactive in queue

Unassigned conversations without a reply from the end user for 10 minutes.

Average concurrency

The average number of conversations assigned to agents whose status is Online.

Average time in queue

The average time customers wait for their conversation request to be answered by an agent.

Longest time in queue

The maximum time a customer waited for their chat request to be answered by an agent.

Average requester wait time

The average time end users are waiting for an agent’s response across all active conversations only.

Longest requester wait time

The longest time end users are waiting for an agent’s response across all active conversations only.

Average handle time

The average time spent interacting with an end user across all active conversations only.

Longest handle time

The longest handle time spent interacting with an end user across all active conversations only.