The Ticket Metrics API in Zendesk Support allows you to retrieve and manage metrics related to tickets, providing insights into various performance indicators such as resolution times, wait times, and more. This guide covers the endpoints and properties related to ticket metrics, helping developers effectively integrate and utilize this data.
The most common operations people perform on ticket metrics using the Zendesk Support API.
| Action | HTTP Method | Endpoint |
|---|---|---|
|
List Ticket Metrics
|
GET
|
/api/v2/ticket_metrics
|
|
Show Ticket Metrics
|
GET
|
/api/v2/ticket_metrics/{ticket_metric_id}
|
Ticket Metrics provide detailed insights into the performance and handling of tickets within Zendesk Support. These metrics are crucial for understanding agent efficiency, customer satisfaction, and operational bottlenecks.
Each Ticket Metric is uniquely identified by its id field, which is an integer.
Ticket Metrics are automatically generated and updated by the system as tickets are processed. There are no manual creation endpoints for Ticket Metrics.
To find specific Ticket Metrics, use the GET /api/v2/ticket_metrics endpoint. You can retrieve all metrics or use the GET /api/v2/ticket_metrics/{ticket_metric_id} endpoint to fetch metrics for a specific ticket by its ID.
The properties section provides a detailed look at the fields available within a Ticket Metric object. These properties are essential for understanding the metrics associated with each ticket, including time-based metrics and status updates. Show all properties Only show essential properties
| Field Name | Type | Short Description |
|---|---|---|
| id | integer | Automatically assigned when the client is created |
| ticket_id | integer | Id of the associated ticket |
| created_at | datetime | When the record was created |
| updated_at | datetime | When the record was last updated |
| agent_wait_time_in_minutes | object | Number of minutes the agent spent waiting during calendar and business hours |
| first_resolution_time_in_minutes | object | Number of minutes to the first resolution time during calendar and business hours |
| full_resolution_time_in_minutes | object | Number of minutes to the full resolution during calendar and business hours |
| reopens | integer | Total number of times the ticket was reopened |
| replies | integer | The number of public replies added to a ticket by an agent |
| solved_at | datetime | When the ticket was solved |
| assigned_at | datetime | When the ticket was assigned |
| assignee_stations | integer | Number of assignees the ticket had |
| assignee_updated_at | datetime | When the assignee last updated the ticket |
| custom_status_updated_at | datetime | The date and time the ticket's custom status was last updated |
| group_stations | integer | Number of groups the ticket passed through |
| initially_assigned_at | datetime | When the ticket was initially assigned |
| latest_comment_added_at | datetime | When the latest comment was added |
| on_hold_time_in_minutes | object | Number of minutes on hold |
| reply_time_in_minutes | object | Number of minutes to the first reply during calendar and business hours |
| reply_time_in_seconds | object | Number of seconds to the first reply during calendar hours, only available for Messaging tickets |
| requester_updated_at | datetime | When the requester last updated the ticket |
| requester_wait_time_in_minutes | object | Number of minutes the requester spent waiting during calendar and business hours |
| status_updated_at | datetime | When the status of the ticket was last updated |
| url | string | The API url of the ticket metric |
When working with Ticket Metrics, there are a few common pitfalls and important considerations to keep in mind to ensure smooth integration and data accuracy.
Most fields in the Ticket Metrics are read-only and cannot be modified directly. Ensure that your application logic accounts for this.
Archived tickets are not included in the list of ticket metrics. Be aware of this when retrieving metrics for historical analysis.
Metrics such as agent_wait_time_in_minutes and first_resolution_time_in_minutes are calculated in both business and calendar hours. Ensure you understand the context in which these metrics are used.
Below are some frequently asked questions regarding the Zendesk Support Ticket Metrics API and how to effectively use it.
GET /api/v2/ticket_metrics/{ticket_metric_id} endpoint. Replace {ticket_metric_id} with the ID of the ticket metric you wish to retrieve.
agent_wait_time_in_minutes are provided in both contexts to give a complete picture of ticket handling times.