This is how your Zendesk Support metrics are calculated in Geckoboard based on the raw data Zendesk provide.

Ticket count metrics

Note: Deleted tickets are not included in any of the ticket metrics in Geckoboard.

Metric	Description
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.
Created tickets	The number of tickets created, excluding those that have been deleted. Count of tickets grouped by `tickets.created_at`.
Solved tickets	Count of tickets grouped by `tickets.solved_at`. 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`.

Efficiency metrics

Note: The business hours used will be those set within your own Zendesk Instance.

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.

Satisfaction metrics

Metric	Description
Rating (CSAT)	`COUNTIF(rating = good)` / `COUNT(all ratings`) * `100`, grouped by `satisfaction_ratings.created_at`.

SLA target metrics

Metric	Description
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.

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