Show Ticket Metrics By Ticket

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

Use it in a workflow

Add a step and choose the Zendesk connector.
Pick the Show Ticket Metrics By Ticket action (under Ticket Metrics).
Fill in the fields below, then reference the result from later steps as {{showTicketMetricsByTicket.response.data}}.

Request

Path parameters

ticket_idinteger (int64)required

The ID of the ticket

Response

Returns 200 with an object. Read it in later steps with {{showTicketMetricsByTicket.response.data.<field>}}.

ticket_metricarray<object>

agent_wait_time_in_minutesobject

Number of minutes the agent spent waiting during calendar and business hours

assigned_atstring (date-time)

When the ticket was assigned

assignee_stationsinteger

Number of assignees the ticket had

assignee_updated_atstring (date-time)

When the assignee last updated the ticket

created_atstring (date-time)

When the record was created

custom_status_updated_atstring (date-time)

The date and time the ticket's custom status was last updated

first_resolution_time_in_minutesobject

Number of minutes to the first resolution time during calendar and business hours

full_resolution_time_in_minutesobject

Number of minutes to the full resolution during calendar and business hours

group_stationsinteger

Number of groups the ticket passed through

idinteger (int64)

Automatically assigned when the client is created

initially_assigned_atstring (date-time)

When the ticket was initially assigned

latest_comment_added_atstring (date-time)

When the latest comment was added

on_hold_time_in_minutesobject

Number of minutes on hold

reopensinteger

Total number of times the ticket was reopened

repliesinteger

The number of public replies added to a ticket by an agent

reply_time_in_minutesobject

Number of minutes to the first reply during calendar and business hours

reply_time_in_secondsobject

Number of seconds to the first reply during calendar hours, only available for Messaging tickets

requester_updated_atstring (date-time)

When the requester last updated the ticket

requester_wait_time_in_minutesobject

Number of minutes the requester spent waiting during calendar and business hours

solved_atstring (date-time)

When the ticket was solved

status_updated_atstring (date-time)

When the status of the ticket was last updated

ticket_idinteger (int64)

Id of the associated ticket

updated_atstring (date-time)

When the record was last updated

urlstring

The API url of the ticket metric

json

{
  "ticket_metric": [
    {
      "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"
    }
  ]
}

Need more? See the Zendesk guide for connection setup and behaviour shared by every action.

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