This is how your Zendesk Support metrics are calculated in Geckoboard based on the raw data Zendesk provide.
Ticket count metrics
All tickets
The number of unarchived tickets currently in your Zendesk account.
New tickets
The number of tickets currently in your Zendesk account where status is new.
Received tickets
The number of tickets created, excluding those that have been deleted.
Count of tickets grouped by tickets.created_at.
Note: This may differ from how it’s shown in Zendesk’s reporting tab, which doesn’t exclude deleted tickets. Learn more about data discrepancies between Zendesk Explore and Geckoboard.
Solved tickets
The number of tickets currently in your Zendesk account where status is solved.
Count of tickets grouped by tickets.solved_at.
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 currently in your Zendesk account where status is not closed or solved.
Unassigned tickets
The number of tickets currently in your Zendesk account that have no assignee and where status is not closed or solved.
Count of tickets where status NOT IN ("closed", "solved") AND ticket.assignee IS NULL.
Efficiency metrics
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 in the on-hold status, 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.
Satisfaction metrics
Rating (CSAT)
COUNTIF(rating = good) / COUNT(all ratings) * 100, grouped by satisfaction_ratings.created_at.
SLA target metrics
Number of SLA targets achieved
The number of SLA targets that are achieved in the selected time period.
Number of SLA targets breached
The number of SLA targets that are breached in the selected time period.