Ticket Metrics

JSON Format

Name Type Read-only Mandatory Comment
id integer yes no Automatically assigned
ticket_id integer yes no Id of the associated ticket
url string yes no The API url of this ticket metric
group_stations integer yes no Number of groups this ticket passed through
assignee_stations integer yes no Number of assignees this ticket had
reopens integer yes no Total number of times the ticket was reopened
replies integer yes no Total number of times ticket was replied to
assignee_updated_at date yes no When the assignee last updated the ticket
requester_updated_at date yes no When the requester last updated the ticket
status_updated_at date yes no When the status was last updated
initially_assigned_at date yes no When the ticket was initially assigned
assigned_at date yes no When the ticket was last assigned
solved_at date yes no When the ticket was solved
latest_comment_added_at date yes no When the latest comment was added
first_resolution_time_in_minutes object yes no Number of minutes to the first resolution time inside and out of business hours
reply_time_in_minutes object yes no Number of minutes to the first reply inside and out of business hours
full_resolution_time_in_minutes object yes no Number of minutes to the full resolution inside and out of business hours
agent_wait_time_in_minutes object yes no Number of minutes the agent spent waiting inside and out of business hours
requester_wait_time_in_minutes object yes no Number of minutes the requester spent waiting inside and out of business hours
created_at date yes no When this record was created
updated_at date yes no When this record last got updated
Example
{
  "id": 33,
  "ticket_id": 4343,
  "created_at": "2009-07-20T22:55:29Z",
  "updated_at": "2011-05-05T10:38:52Z",
  "group_stations": 7,
  "assignee_stations": 1,
  "reopens": 55,
  "replies": 322,
  "assignee_updated_at": "2011-05-06T10:38:52Z",
  "requester_updated_at": "2011-05-07T10:38:52Z",
  "status_updated_at": "2011-05-04T10:38:52Z",
  "initially_assigned_at": "2011-05-03T10:38:52Z",
  "assigned_at": "2011-05-05T10:38:52Z",
  "solved_at": "2011-05-09T10:38:52Z",
  "latest_comment_added_at": "2011-05-09T10:38:52Z",
  "reply_time_in_minutes": { "calendar": 2391, "business": 737 },
  "first_resolution_time_in_minutes": { "calendar": 2391, "business": 737 },
  "full_resolution_time_in_minutes": { "calendar": 2391, "business": 737 },
  "agent_wait_time_in_minutes": { "calendar": 2391, "business": 737 },
  "requester_wait_time_in_minutes": { "calendar": 2391, "business": 737 },
  "on_hold_time_in_minutes": { "calendar": 2290, "business": 637 }
}

List Ticket Metrics

GET /api/v2/ticket_metrics.json

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.

Allowed For
  • Agents
Using curl
curl https://{subdomain}.zendesk.com/api/v2/ticket_metrics.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

{
  "ticket_metrics": [
    {
      "id": 33,
      "ticket_id": 4343,
      "reopens": 55,
      "replies": 322,
      ...
    }
    {
      "id": 34,
      "ticket_id": 443,
      "reopens": 123,
      "replies": 232,
      ...
    },
  ]
}

Show Ticket Metrics

GET /api/v2/ticket_metrics/{ticket_metric_id}.json

GET /api/v2/tickets/{ticket_id}/metrics.json

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

Allowed For
  • Agents
Using curl:
curl https://{subdomain}.zendesk.com/api/v2/ticket_metrics/{id}.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

{
  "ticket_metric": {
    "id": 34,
    "ticket_id": 443,
    "reopens": 123,
    "replies": 232,
    ...
  }
}