Ticket Metrics

Use this API to get various metrics about one or more tickets in the Zendesk account.

JSON format

Ticket Metrics are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
agent_wait_time_in_minutes	object	true	false	Number of minutes the agent spent waiting during calendar and business hours
assigned_at	string	true	false	When the ticket was assigned
assignee_stations	integer	true	false	Number of assignees the ticket had
assignee_updated_at	string	true	false	When the assignee last updated the ticket
created_at	string	true	false	When the record was created
custom_status_updated_at	string	true	false	The date and time the ticket's custom status was last updated
first_resolution_time_in_minutes	object	true	false	Number of minutes to the first resolution time during calendar and business hours
full_resolution_time_in_minutes	object	true	false	Number of minutes to the full resolution during calendar and business hours
group_stations	integer	true	false	Number of groups the ticket passed through
id	integer	true	false	Automatically assigned when the client is created
initially_assigned_at	string	true	false	When the ticket was initially assigned
latest_comment_added_at	string	true	false	When the latest comment was added
on_hold_time_in_minutes	object	true	false	Number of minutes on hold
reopens	integer	true	false	Total number of times the ticket was reopened
replies	integer	true	false	The number of public replies added to a ticket by an agent
reply_time_in_minutes	object	true	false	Number of minutes to the first reply during calendar and business hours
reply_time_in_seconds	object	true	false	Number of seconds to the first reply during calendar hours, only available for Messaging tickets
requester_updated_at	string	true	false	When the requester last updated the ticket
requester_wait_time_in_minutes	object	true	false	Number of minutes the requester spent waiting during calendar and business hours
solved_at	string	true	false	When the ticket was solved
status_updated_at	string	true	false	When the status of the ticket was last updated
ticket_id	integer	true	false	Id of the associated ticket
updated_at	string	true	false	When the record was last updated
url	string	true	false	The API url of the ticket metric

Example

{
  "agent_wait_time_in_minutes": {
    "business": 737,
    "calendar": 2391
  },
  "assigned_at": "2011-05-05T10:38:52Z",
  "assignee_stations": 1,
  "assignee_updated_at": "2011-05-06T10:38:52Z",
  "created_at": "2009-07-20T22:55:29Z",
  "custom_status_updated_at": "2011-05-09T10:38:52Z",
  "first_resolution_time_in_minutes": {
    "business": 737,
    "calendar": 2391
  },
  "full_resolution_time_in_minutes": {
    "business": 737,
    "calendar": 2391
  },
  "group_stations": 7,
  "id": 33,
  "initially_assigned_at": "2011-05-03T10:38:52Z",
  "latest_comment_added_at": "2011-05-09T10:38:52Z",
  "on_hold_time_in_minutes": {
    "business": 637,
    "calendar": 2290
  },
  "reopens": 55,
  "replies": 322,
  "reply_time_in_minutes": {
    "business": 737,
    "calendar": 2391
  },
  "reply_time_in_seconds": {
    "calendar": 143460
  },
  "requester_updated_at": "2011-05-07T10:38:52Z",
  "requester_wait_time_in_minutes": {
    "business": 737,
    "calendar": 2391
  },
  "solved_at": "2011-05-09T10:38:52Z",
  "status_updated_at": "2011-05-04T10:38:52Z",
  "ticket_id": 4343,
  "updated_at": "2011-05-05T10:38:52Z"
}

List Ticket Metrics

• GET /api/v2/ticket_metrics

Returns a list of tickets with their metrics.

Tickets are ordered chronologically by created date, from newest to oldest. The last ticket listed may not be the absolute oldest ticket in your account due to ticket archiving.

Archived tickets are not included in the response. See About archived tickets in Zendesk help.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_metrics \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/ticket_metrics"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_metrics")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/ticket_metrics',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/ticket_metrics"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/ticket_metrics")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ticket_metrics": [
    {
      "agent_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "assigned_at": "2020-07-20T06:21:26Z",
      "assignee_stations": 0,
      "assignee_updated_at": "2020-07-20T06:21:26Z",
      "created_at": "2020-07-21T01:01:42Z",
      "first_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "full_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "group_stations": 0,
      "id": 33,
      "initially_assigned_at": "2020-07-20T06:21:26Z",
      "latest_comment_added_at": "2020-07-21T01:17:16Z",
      "on_hold_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "reopens": 0,
      "replies": 1,
      "reply_time_in_minutes": {
        "business": 16,
        "calendar": 16
      },
      "reply_time_in_seconds": {
        "calendar": 960
      },
      "requester_updated_at": "2020-07-21T01:17:16Z",
      "requester_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "solved_at": "2020-07-20T06:21:26Z",
      "status_updated_at": "2020-07-21T01:01:41Z",
      "ticket_id": 1517,
      "updated_at": "2020-07-21T01:17:16Z",
      "url": "https://example.zendesk.com/api/v2/ticket_metrics/33.json"
    },
    {
      "agent_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "assigned_at": "2020-07-20T06:21:26Z",
      "assignee_stations": 0,
      "assignee_updated_at": "2020-07-20T06:21:26Z",
      "created_at": "2020-07-20T06:21:27Z",
      "first_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "full_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "group_stations": 0,
      "id": 34,
      "initially_assigned_at": "2020-07-20T06:21:26Z",
      "latest_comment_added_at": "2020-07-20T06:21:26Z",
      "on_hold_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "reopens": 0,
      "replies": 0,
      "reply_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "reply_time_in_seconds": {
        "calendar": 0
      },
      "requester_updated_at": "2020-07-20T06:21:26Z",
      "requester_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "solved_at": "2020-07-20T06:21:26Z",
      "status_updated_at": "2020-07-20T06:21:26Z",
      "ticket_id": 1511,
      "updated_at": "2020-07-20T06:21:27Z",
      "url": "https://example.zendesk.com/api/v2/ticket_metrics/34.json"
    }
  ]
}

Show Ticket Metrics

• GET /api/v2/ticket_metrics/{ticket_metric_id}
• GET /api/v2/tickets/{ticket_id}/metrics

Returns a specific metric, or the metrics of a specific ticket.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ticket_metric_id	string	Path	true	The id of the ticket metric to retrieve

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_metrics/{ticket_metric_id} \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/ticket_metrics/10001"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_metrics/10001")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/ticket_metrics/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/ticket_metrics/10001"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/ticket_metrics/10001")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ticket_metric": [
    {
      "agent_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "assigned_at": "2020-07-20T06:21:26Z",
      "assignee_stations": 0,
      "assignee_updated_at": "2020-07-20T06:21:26Z",
      "created_at": "2020-07-21T01:01:42Z",
      "first_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "full_resolution_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "group_stations": 0,
      "id": 33,
      "initially_assigned_at": "2020-07-20T06:21:26Z",
      "latest_comment_added_at": "2020-07-21T01:17:16Z",
      "on_hold_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "reopens": 0,
      "replies": 1,
      "reply_time_in_minutes": {
        "business": 16,
        "calendar": 16
      },
      "reply_time_in_seconds": {
        "calendar": 960
      },
      "requester_updated_at": "2020-07-21T01:17:16Z",
      "requester_wait_time_in_minutes": {
        "business": 0,
        "calendar": 0
      },
      "solved_at": "2020-07-20T06:21:26Z",
      "status_updated_at": "2020-07-21T01:01:41Z",
      "ticket_id": 1517,
      "updated_at": "2020-07-21T01:17:16Z",
      "url": "https://example.zendesk.com/api/v2/ticket_metrics/33.json"
    }
  ]
}