Metrics and attributes for Zendesk Support

<body>
<p id="docs-hc-snippet" style="display: none;">Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Support. These datasets are also used for the Zendesk Support prebuilt dashboards (seeOverview of the Zendesk Support dashboard).</p>
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<div class="body">
<p class="p">Use this article to discover the metrics and attributes you can use to build Explore
reports based on your usage of Zendesk Support. These datasets are also used for the
Zendesk Support prebuilt dashboards (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835985434-Overview-of-the-Zendesk-Support-dashboard" target="_blank">Overview of the Zendesk Support
dashboard</a>).</p>
<p class="p">For more information about how to create reports with Explore, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530-Creating-queries" target="_blank">Creating reports</a>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> <a class="xref" href="https://www.zendesk.com/blog/customer-service-metrics-matter/" target="_blank">Read this Zendesk blog post</a> to learn the
key customer service metrics that measure performance and drive revenue.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="metrics_attributes_support__ul_hyl_3h2_ffb">
<li class="li"><a class="xref" href="#topic_zlf_slp_4y">Tickets dataset</a></li>
<li class="li"><a class="xref" href="#topic_as3_slp_4y">Updates history dataset</a></li>
<li class="li"><a class="xref" href="#topic_dfb_ydg_ndb">Backlog history dataset</a></li>
<li class="li"><a class="xref" href="#topic_cyq_fr4_l2b">SLAs dataset</a></li>
<li class="li"><a class="xref" href="#topic_svt_cjx_kxb">Group SLAs dataset</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zlf_slp_4y">
<h2 class="title topictitle2" id="ariaid-title2">Tickets dataset</h2>
<div class="body">
<p class="p">This section lists the metrics and attributes for the Tickets dataset. The dataset
contains general ticket information, not including changes or updates to tickets.
For objects related to ticket changes or updates, see <a class="xref" href="#topic_as3_slp_4y">Updates history dataset</a>. </p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_zlf_slp_4y__ul_ys3_lhq_4y">
<li class="li"><a class="xref" href="#topic_smk_45f_kkb">Tickets dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_sq4_mhq_4y">Tickets metrics</a></li>
<li class="li"><a class="xref" href="#topic_jnb_4hq_4y">Tickets attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_smk_45f_kkb">
<h3 class="title topictitle3" id="ariaid-title3">Tickets dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Tickets dataset and
their relationships.</p>
<p class="p"><img alt="Tickets dataset schema" class="image img-screenshot" id="topic_smk_45f_kkb__image_g15_1yf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Tickets.jpg" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_sq4_mhq_4y">
<h3 class="title topictitle3" id="ariaid-title4">Tickets metrics</h3>
<div class="body">
<div class="p">This sections lists and defines all of the metrics available in the Tickets
dataset.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_sq4_mhq_4y__table_msm_yxg_qy" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Tickets metrics</span></caption>
<colgroup>
<col style="width:18.76172607879925%">
<col style="width:25.89118198874296%">
<col style="width:55.34709193245779%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e162" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e165" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e168" style="vertical-align:top;">Explore Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total number of tickets.<div class="p">
<div class="note note" id="topic_sq4_mhq_4y__note_hbw_rdp_1xb">
<span class="notetitle">Note:</span> Deleted tickets are not
included in the Tickets dataset. For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4423506813210" target="_blank">Reporting on ticket
deletions</a>.</div>
</div>
</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Ticket ID)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Solved tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of solved or closed tickets.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] = "Solved" OR [Ticket
status - Unsorted] = "Closed") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">End-user submitted tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets submitted by customers or by agents
who <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155967258#topic_n1j_vq5_w2b" target="_blank">have been
downgraded</a>.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Submitter role] = "End-user" ) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent submitted tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets submitted by agents or
administrators.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Submitter role] = "Agent" OR [Submitter role] =
"Admin") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Reassigned tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that have been assigned to more
than one agent.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Assignee stations)&gt;1) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Reopened tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that were reopened after being
solved. Doesn’t include tickets solved and reopened during
the same update.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Reopens)&gt;0) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unreplied tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that have not received an agent
response.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Agent replies)&lt;1) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Incidents</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets where the ticket type is
Incident.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket type - Unsorted] = "Incident") THEN [Ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Problems</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets where the ticket type is
'Problem'.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket type - Unsorted] = "Problem") THEN [Ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Inbound shared tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets a Zendesk Support account shared
with your Zendesk Support account.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Sharing agreement inbound]!=NULL) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Outbound shared tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets your Zendesk Support account shared
with another Zendesk Support account</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Sharing agreement outbound]!=NULL) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The average number of tickets created each day.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Tickets)/DCOUNT_VALUES([Ticket created - Date])
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The average number of tickets solved each day. Tickets
are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Tickets)/DCOUNT_VALUES([Ticket solved -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of unsolved tickets. This includes tickets in
every status, except Solved and Closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Closed" AND [Ticket
status - Unsorted]!= "Solved") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">New tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that are currently in the New
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted]= "New") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Open tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that are currently in the Open
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted]= "Open") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Pending tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that are currently in the Pending
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted]= "Pending") THEN [Ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that are currently in the On-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted]= "Hold") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unassigned unsolved tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of open tickets currently not
assigned.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee ID] = NULL AND [Ticket status - Unsorted]
!= "Solved" AND [Ticket status - Unsorted] != "Closed") THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Assigned unsolved tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of open, assigned tickets.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee ID] != NULL AND [Ticket status - Unsorted]
!= "Solved" AND [Ticket status - Unsorted] != "Closed") THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unreplied unsolved tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of open tickets without a first reply.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Agent replies)&lt;1 AND [Ticket status -
Unsorted] != "Solved" AND [Ticket status - Unsorted] !=
"Closed") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of public replies added to a ticket by an
agent.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of agents a ticket has been assigned
to.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Assignee stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Group stations</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of groups a ticket has been assigned
to.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Group stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Reopens</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of times a ticket was reopened.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Reopens)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">One-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved after one agent reply or no
agent replies. When a chat session is added to a ticket with
at least one message from an agent, this counts as one
touch.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Agent replies) &lt;2 AND ([Ticket status -
Unsorted] = "Solved" OR [Ticket status - Unsorted]
="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Two-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that were solved after two agent
replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Agent replies) =2 AND ([Ticket status -
Unsorted] = "Solved" OR [Ticket status - Unsorted]
="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Multi-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that were solved after more than
two agent replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF (VALUE(Agent replies) &gt;2 AND ([Ticket status -
Unsorted] = "Solved" OR [Ticket status - Unsorted]
="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% One-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets that were solved after one
agent reply.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(One-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Two-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets that were solved after two
agent replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Two-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Multi-touch tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets that were solved after more
than two agent replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Multi-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets with a good satisfaction
rating.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Bad satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets with a bad satisfaction
rating.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Bad") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Good satisfaction tickets w/comment</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">Tickets that have a good satisfaction rating and an
associated comment.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" AND [Ticket
satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Bad satisfaction tickets w/comment</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">Tickets that have a bad satisfaction rating and an
associated comment.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Bad" AND [Ticket
satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">Tickets that were rated either bad or good by the
requester.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" OR [Ticket
satisfaction rating]="Bad") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Surveyed satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">Tickets that were surveyed by a satisfaction
survey</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating] = "Offered") OR ([Ticket
satisfaction rating]="Good" OR ([Ticket satisfaction
rating]="Bad" THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsurveyed satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">Tickets that were not surveyed by a satisfaction
survey.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket satisfaction rating] = "Unoffered") THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of satisfaction surveys rated
good.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Satisfaction rated</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets rated with either good or bad
satisfaction.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Rated satisfaction tickets)/COUNT(Surveyed
satisfaction tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Satisfaction surveyed</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets that were surveyed by a
satisfaction survey.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Surveyed satisfaction
tickets)/COUNT(Tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets w/skills</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that have a skill associated with
them.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets w/o skills</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets that do not have a skill associated
with them.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket skills]=NULL) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Set ticket skills</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of skills in tickets where agent skills were
applied.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Fulfilled ticket skills</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets where skills in an agents profile
were matched with ticket skills. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket skills]!=NULL AND [Assignee skills]!=NULL AND
[Assignee skills]=[Ticket skills]) THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Ticket skill fulfillment rate</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets where agent skills were matched
with ticket skills to the total number of tickets with
skills applied.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">COUNT(Fulfilled ticket skills)/COUNT(Set ticket
skills)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">% Ticket skill usage rate</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The percentage of tickets with skills set to the total
number of tickets.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">D_COUNT(Tickets w/skills)/COUNT(Tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Users</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of active user profiles.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Active") THEN [Requester ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agents</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of active agents and administrators in your
Zendesk account.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Active" AND [Requester role] !=
"End-user") THEN [Requester ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">End-users</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of active end-user (customer)
profiles.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Active" AND [Requester role] =
"End-user") THEN [Requester ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Suspended users</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of users in the suspended status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Suspended") THEN [Requester ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Deleted users</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of users in the deleted status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Deleted") THEN [Requester ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Assignees</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of agents that were assigned to the ticket at
least once.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee status]= "Active") THEN [Assignee ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requesters</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of current requesters.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status]= "Active" AND [Ticket ID]!=NULL)
THEN [Requester ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Organizations</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of active organizations.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester organization status]="Active") THEN
[Requester organization ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Deleted organizations</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of organizations that have been
deleted.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester organization status]="Deleted") THEN
[Requester organization ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when the ticket was
created and the first public agent reply on the
ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in seconds between when the ticket was
created and the first public agent reply on the ticket. This
metric applies only to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394#topic_wp4_gvb_lhb:~:text=follow%2Dup%20tickets.)-,Messaging,-Messaging" target="_blank">Messaging ticket
channel</a>.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(First reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of minutes between when the ticket was created
and when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(First resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Full resolution time - min</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes from when the ticket was created
to its latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open,
and On-hold statuses. This number is measured only after a
ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait
time</a> for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Requester wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in minutes that a ticket was in the
pending status. It measures how long agents were waiting for
the customer replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Agent wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in minutes that a ticket was in the
on-hold status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(On-hold time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time in minutes between when a ticket was created and
the first time it was assigned to an agent.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket first assigned - Timestamp], [Ticket
created - Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when the ticket was
created and the last time an agent was assigned to the
ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket assigned - Timestamp], [Ticket created
- Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment to resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between the first agent
assignment and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first
assigned - Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment to resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between the last agent assignment
and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned -
Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when the ticket was created
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of hours between when the ticket was created
and when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a
ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait
time</a> for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Requester wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in hours that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Agent wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in hours that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(On-hold time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time in hours between when a ticket was created and
the first time it was assigned to an agent.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket first assigned - Timestamp], [Ticket
created - Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when the ticket was created
and the last time an agent was assigned to the
ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket assigned - Timestamp], [Ticket created
- Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment to resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between the first agent assignment
and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first
assigned - Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment to resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between the last agent assignment
and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned -
Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between when the ticket was created
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of days between when the ticket was created
and when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of days a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a
ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait
time</a> for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Requester wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in days that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Agent wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total time in days that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(On-hold time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time in days between when a ticket was created and
the first time it was assigned to an agent.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket first assigned - Timestamp], [Ticket
created - Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between when the ticket was created
and the last time an agent was assigned to the
ticket.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket assigned - Timestamp], [Ticket created
- Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First assignment to resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between the first agent assignment
and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first
assigned - Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Last assignment to resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between the last agent assignment
and the resolution of the ticket. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned -
Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets age (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when an unsolved ticket
was created and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket created - Timestamp], "nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets time since update (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between an unsolved tickets last
update and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket updated - Timestamp], "nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since user login (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in minutes since the last user logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Active" AND [Requester Sign-in
- Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in -
Timestamp], "nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since assignee login (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in minutes since the last assignee logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee status] = "Active" AND [Assignee Sign-in -
Date] != NULL AND [Assignee ID] !=NULL) THEN
DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp],
"nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets age (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when an unsolved ticket was
created and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket created - Timestamp], "nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets time since update (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between an unsolved tickets last
update and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket updated - Timestamp], "nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since user login (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in hours since the last user logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket updated - Timestamp], "nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since assignee login (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in hours since the last assignee logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee status] = "Active" AND [Assignee Sign-in -
Date] != NULL AND [Assignee ID] !=NULL) THEN
DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp],
"nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets age (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between when an unsolved ticket was
created and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket created - Timestamp], "nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Unsolved tickets time since update (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in days between an unsolved tickets last
update and now.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Ticket status - Unsorted] != "Solved" AND [Ticket
status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(),
[Ticket updated - Timestamp], "nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since user login (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in days since the last user logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Requester status] = "Active" AND [Requester Sign-in
- Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in -
Timestamp], "nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Time since assignee login (days)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The time passed in days since the last assignee logged
in.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">IF ([Assignee status] = "Active" AND [Assignee Sign-in -
Date] != NULL AND [Assignee ID] !=NULL) THEN
DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp],
"nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when the ticket was
created and the first public agent reply on the ticket
within business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(First reply time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when the ticket was
created and its first resolution within business
hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(First resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Full resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in minutes between when the ticket was
created and its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Full resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requester wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open,
or On-hold status during business hours. This number is
measured only after a ticket's status changes from
New/Open/On-hold to Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait
time</a> for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Requester wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total combined time in minutes that the ticket was in
the pending status within business hours. It measures how
long agents were waiting for the customer replies within
business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Agent wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total combined time in minutes that the ticket was in
the on-hold status during business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">On-hold time - Business hours (min)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First reply time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when the ticket was created
and the first public agent reply on the ticket within
business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First reply time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">First resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when the ticket was created
and its first resolution within business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(First resolution time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Full resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The duration in hours between when the ticket was created
and its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Full resolution time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Requester wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, or
On-hold status during business hours. This number is
measured only after a ticket's status changes from
New/Open/On-hold to Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait
time</a> for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Requester wait time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Agent wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total combined time in hours that the ticket was in
the pending status within business hours. It measures how
long agents were waiting for the customer replies within
business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(Agent wait time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">On-hold time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The total combined time in hours that the ticket was in
the on-hold status during business hours.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">VALUE(On-hold time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Last 7 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created in the last 7 days.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Last 7 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Previous 7 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created between 7 and 14 days
ago.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Previous 7 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Last 30 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created in the last 30
days.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Last 30 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Previous 30 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created between 30 and 60 days
ago.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Previous 30 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - This week</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created over the current
week.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - This week)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Last week</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created over the previous
week.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Last week)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - This month</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created over the current
month.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - This month)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - last month</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created over the previous
month.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - last month)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - This year</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created this year.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - This year)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets created - Last year</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets created last year.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets created - Last year)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Last 7 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved in the last 7 days. Tickets
are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Last 7 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Previous 7 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved between 7 and 14 days ago.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Previous 7 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Last 30 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved in the last 30 days. Tickets
are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Last 30 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Previous 30 days</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved between 30 and 60 days ago.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Previous 30 days)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - This week</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved over the current week.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - This week)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Last week</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved over the previous week.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Last week)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - This month</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved over the current month.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - This month)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e162" style="vertical-align:top;">Tickets solved - Last month</td>
<td class="entry nocellnorowborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved over the previous month.
Tickets are counted only if they are currently solved or
closed.</td>
<td class="entry cell-norowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - Last month)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e162" style="vertical-align:top;">Tickets solved - This year</td>
<td class="entry row-nocellborder" headers="d52e165" style="vertical-align:top;">The number of tickets solved this year. Tickets are
counted only if they are currently solved or closed.</td>
<td class="entry cellrowborder" headers="d52e168" style="vertical-align:top;">(Tickets solved - This year)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_jnb_4hq_4y">
<h3 class="title topictitle3" id="ariaid-title5">Tickets attributes</h3>
<div class="body">
<div class="p">This section lists and defines all of the attributes available in the Tickets
dataset.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jnb_4hq_4y__table_x4z_shq_4y" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Tickets attributes</span></caption>
<colgroup>
<col style="width:30.03003003003003%">
<col style="width:69.96996996996997%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e1822" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e1825" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The name of a custom ticket status. This attribute
appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from January 18,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The category that a custom ticket status is mapped to.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">Ticket Status</strong>.<p class="p">Data is available only from
January 18, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active,
or <strong class="ph b">false</strong> if a custom ticket status is deactivated.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from January
18, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The channel a ticket was created from.<p class="p">For more
information about the ticket channels Explore collects,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket email address</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The support email address currently set on the ticket.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506" target="_blank">Adding support email
addresses for users to submit tickets</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ID of the ticket defined as a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket skills</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The skill requirements for an agent to work on a
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket skill types</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The grouping of skills into skill types.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The tags associated with the ticket.<p class="p">For important
information about filtering reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk
Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies
tickets are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The name of the assignee. <p class="p">Values for this attribute
(and for the other Assignee attributes below) include
users who currently have an agent or admin role, as well
as users who previously had an agent or admin role and
were assigned to a ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee role</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The role of an assignee, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ticket's assignee ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee email</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ticket assignees email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee locale</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The locale of the assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee Guide admin</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Returns whether the agent has Knowledge admin permissions
(True or False).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee skills</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The skills associated with the ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee skill types</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The skill types associated with an assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The current status of the ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Tags added to the assignee.<p class="p">For important information
about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee time zone</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Timezone of an assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The name of the user who is asking for support through a
ticket. By default, the requester of a ticket is the
submitter, but the requester can be changed. For example, if
an agent opens a ticket on behalf of a customer, the
customer would be the requester and the agent would be the
submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester role</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The role of a requester, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ID number for a ticket's requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The email address of the ticket requester.
By
default, this returns the primary email of the ticket
requester. However, if a user has an unverified primary
email addresses and a verified secondary email address,
Explore uses the verified secondary email
address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester phone number</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The primary phone number associated with the user’s
profile.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester locale</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The locale of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester Guide admin</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Designates whether the requester has Knowledge admin
permissions. Returns either true or false.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The Zendesk status of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Tags associated with the requester.<p class="p">For important
information about filtering reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester time zone</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The requester's timezone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The name of the user who actually created a ticket. By
default, the submitter of a ticket is the requester, but the
requester can be changed (the submitter cannot be). For
example, if an agent opens a ticket on behalf of a customer,
the agent would be the submitter and the customer would be
the requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter role</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The role of the submitter, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ID of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter email</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The email address of the ticket submitter.
By
default, this returns the primary email of the ticket
submitter. However, if a user has an unverified primary
email addresses and a verified secondary email address,
Explore uses the verified secondary email
address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter locale</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The locale of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter Guide admin</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Returns whether the ticket submitter has Knowledge admin
permissions, either true or false.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The status of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Tags added to the ticket submitter.<p class="p">For important
information about filtering reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Submitter time zone</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ticket submitter timezone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The ID of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization domains</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The domains of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The status of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket organization tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The tags of the organization associated with the
ticket.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization name</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a> name of the ticket
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a> ID of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization domains</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The domain name of the current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a> of the ticket requester, for
example, zendesk.com. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization external ID</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The external ID of the ticket requester's current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization status</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The system status of the current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a> of the ticket requester, either
active or deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester organization tags</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The tags associated with the current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default
organization</a> of the ticket requester.<p class="p">For
important information about filtering reports using
tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The satisfaction rating left by the customer on the
ticket. Values: Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket satisfaction comment</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The comment left by the customer along with the
satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket satisfaction reason</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The reason selected by the customer along with the
satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Agent replies brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The number of agent replies left on the ticket. Values
are returned as <strong class="ph b">0</strong>, <strong class="ph b">1</strong>, <strong class="ph b">2</strong>, or <strong class="ph b">3-5</strong>
or <strong class="ph b">&gt;5</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee stations brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The number of agents to whom the ticket was assigned.
Values are returned as <strong class="ph b">0</strong>, <strong class="ph b">1</strong>, <strong class="ph b">2</strong>, or
<strong class="ph b">&gt;2</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Group stations brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The number of groups that the ticket was involved with,
for example, the assignee group of all ticket assignees.
Values are returned as <strong class="ph b">1</strong>, <strong class="ph b">2</strong>, <strong class="ph b">3</strong>,
<strong class="ph b">&gt;3</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Reopens brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The number of times the ticket was reopened. Values are
returned as <strong class="ph b">1</strong>, <strong class="ph b">2</strong>, <strong class="ph b">3</strong>, <strong class="ph b">&gt;3</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">First reply time brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time between when the ticket was first opened, and
when an agent first replied. Values are returned as <strong class="ph b">No
replies</strong>, <strong class="ph b">0-1 hrs</strong>, <strong class="ph b">1-8 hrs</strong>, <strong class="ph b">8-24
hrs</strong>, or <strong class="ph b">&gt;24 hrs</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">First resolution time brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time between when the ticket was first opened, and
the first time it was set to solved. Values are returned as
<strong class="ph b">0-5 hrs</strong>, <strong class="ph b">5-24 hrs</strong>, <strong class="ph b">1-7 days</strong>,
<strong class="ph b">7-30 days</strong>, <strong class="ph b">&gt;30 days</strong>, or
<strong class="ph b">Unsolved</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Full resolution time brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time between when the ticket was first opened, and
the last time it was set to solved. Values are returned as
<strong class="ph b">0-5 hrs</strong>, <strong class="ph b">5-24 hrs</strong>, <strong class="ph b">1-7 days</strong>,
<strong class="ph b">7-30 days</strong>, <strong class="ph b">&gt;30 days</strong>, or
<strong class="ph b">Unsolved</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester wait time brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time a requester was waiting for agent replies. The
values are returned as <strong class="ph b">0-1 hrs</strong>, <strong class="ph b">1-24 hrs</strong>,
<strong class="ph b">1-3 days</strong>, <strong class="ph b">3-7 days</strong>, <strong class="ph b">&gt;7 days</strong> or
<strong class="ph b">No wait</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Unsolved tickets age brackets</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The duration in days between when an unsolved ticket was
created and now. The values are returned as <strong class="ph b">1 day</strong>,
<strong class="ph b">1-7 days</strong>, <strong class="ph b">7-30 days</strong>, <strong class="ph b">&gt;30 days</strong>, or
<strong class="ph b">Solved</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">A prediction of what the ticket is about. To see the
possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of
the Intent settings page</a> to see the AI Intents
list under the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">A prediction of what language the ticket is written in.
To see the possible values, open the Taxonomy tab of the
settings page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">A prediction of how the customer feels about their
request. Possible values are <strong class="ph b">Very Positive</strong>,
<strong class="ph b">Positive</strong>, <strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and
<strong class="ph b">Very Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket created</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Includes a number of attributes that return the time and
date when the ticket was created in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket solved</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">Includes a number of attributes that return the time and
date when the ticket was most recently solved in various
time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket updated</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket requester updated</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket was last updated by its
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket assigned</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket was last assigned to an
agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket first assigned</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket was first assigned to an
agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Ticket due</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">When a ticket is configured as a task, this is the date
at which the task must be completed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester created</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket requester user profile was
created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester updated</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The last time that the ticket requester user profile was
updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Requester sign-in</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket requester last signed
in.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Assignee sign-in</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket assignee last signed in.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1822" style="vertical-align:top;">Organization created</td>
<td class="entry cell-norowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket requester organization was
created. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e1822" style="vertical-align:top;">Organization updated</td>
<td class="entry cellrowborder" headers="d52e1825" style="vertical-align:top;">The time when the ticket requester organization was last
updated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_as3_slp_4y">
<h2 class="title topictitle2" id="ariaid-title6">Updates history dataset</h2>
<div class="body">
<p class="p">The Updates history dataset contains metrics and attributes that relate to updates
and changes in tickets. This section list all available elements for the dataset. </p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_as3_slp_4y__ul_zcy_gbw_sfb">
<li class="li"><a class="xref" href="#topic_pct_fyf_kkb">Updates history dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_krx_1lq_4y">Updates history metrics</a></li>
<li class="li"><a class="xref" href="#topic_zdl_flq_4y">Updates history attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_pct_fyf_kkb">
<h3 class="title topictitle3" id="ariaid-title7">Updates history dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Updates history
dataset and their relationships.</p>
<p class="p"><img alt="Updates history dataset schema" class="image img-screenshot" id="topic_pct_fyf_kkb__image_xts_3yf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Ticket%20updates.jpg" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_krx_1lq_4y">
<h3 class="title topictitle3" id="ariaid-title8">Updates history metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Updates history
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_krx_1lq_4y__table_v1m_5xg_qy" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Updates history metrics</span></caption>
<colgroup>
<col style="width:27.247956403269757%">
<col style="width:33.787465940054496%">
<col style="width:38.96457765667575%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e3128" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e3131" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e3134" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Updates</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The total number of updates made to the ticket.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">[Update ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Agent updates</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of updates agents made to tickets meaning the
changes they made to any ticket field.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Updater role] != "End-user") THEN [Update ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">End-user updates</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of updates end-users made to tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Updater role] = "End-user") THEN [Update ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Comments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The total number of comments on tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE) THEN [Update ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Public comments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of public comments on tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Comment public] = TRUE)
THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Internal comments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of internal comments on tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Comment public] =
FALSE) THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Agent comments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of agent comments on tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Updater role] !=
"End-user") THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">End-user comments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of end-user comments on tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Updater role] =
"End-user") THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets created</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets that have been created.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="status" AND [Changes -
Previous value]=NULL) THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets solved</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of solved tickets. Tickets are counted only if
they are currently solved or closed.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="status" AND [Changes -
Previous value]!="solved" AND ([Changes - New
value]="solved" OR [Changes - New value]="closed") AND
([Ticket status - Unsorted] = "Solved" OR [Ticket status -
Unsorted] = "Closed") AND [Update - Timestamp]=[Ticket
solved - Timestamp]) THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets updated</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of updated tickets.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">[Update ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets updated w/comment</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The total number of tickets that were updated with a
comment.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE) THEN [Update ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets updated w/public comment</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The total number of tickets that were updated with a
public comment.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Comment public] = TRUE)
THEN [Update ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets updated w/internal comment</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The total number of tickets that were updated with an
internal comment.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Comment present] = TRUE AND [Comment public] =
FALSE) THEN [Update ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets assigned</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets that have been assigned to
agents.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="assignee_id" AND [Changes -
New value]!="0") THEN [Update ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Tickets reopened</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets that have been solved at least
once, then reopened. Includes tickets solved and reopened
during the same update.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value] ="solved" AND [Changes - New value]
!="solved" AND [Changes - New value] !="closed" ) THEN
[Update ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Assignee reassignments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of times tickets were reassigned to another
agent.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND [Changes -
Previous value]!=NULL AND [Changes - New value]!="0") THEN
[Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Group reassignments</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets that were reassigned to another
group.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "group_id" AND [Changes -
Previous value]!=NULL AND [Changes - New value]!="0") THEN
[Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Resolutions</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of times tickets were set to Solved.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="status" AND [Changes -
Previous value]!="solved" AND ([Changes - New
value]="solved" OR [Changes - New value]="closed")) THEN
[Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Reopens</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of times tickets were reopened.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value] ="solved" AND [Changes - New value]
!="solved" AND [Changes - New value] !="closed" ) THEN
[Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Deletions</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets that were deleted.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="status" AND [Changes - New
value]="deleted") THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Recoveries</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of deleted tickets that were
recovered.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="status" AND [Changes -
Previous value]="deleted") THEN [Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Satisfaction updates</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of satisfaction updates submitted by the
requester. </td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="satisfaction_score" THEN
[Update ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Good initial satisfaction ratings</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets with a good initial satisfaction
rating.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="satisfaction_score" AND
([Changes - Previous value]="offered" OR [Changes - Previous
value]= NULL) AND [Changes - New value]="good") THEN [Update
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Bad initial satisfaction ratings</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets with a bad initial satisfaction
rating.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name]="satisfaction_score" AND
([Changes - Previous value]="offered" OR [Changes - Previous
value]= NULL) AND [Changes - New value]="bad") THEN [Update
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Bad to good satisfaction ratings</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets with a bad initial satisfaction
rating that later changed to a good rating.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">
<p class="p">IF ([Changes - Field name]="satisfaction_score" AND
[Changes - Previous value]= "bad" AND [Changes - New
value]="good") THEN [Update ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Good to bad satisfaction ratings</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The number of tickets with a good initial satisfaction
rating that later changed to a bad rating.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">
<p class="p">IF ([Changes - Field name]="satisfaction_score" AND
[Changes - Previous value]= "good" AND [Changes - New
value]="bad") THEN [Update ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Field changes time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes between changes to the ticket
fields.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">(Field changes time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">New status time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that tickets spent with a status of
New.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "new") THEN VALUE(Field changes time (min))
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Open status time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that tickets were in the Open
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "open") THEN VALUE(Field changes time
(min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Pending status time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that tickets were in the Pending
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "pending") THEN VALUE(Field changes Time
(min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">On-hold status time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that tickets were in the On-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "hold") THEN VALUE(Field changes time
(min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Unassigned time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that a ticket was not assigned to any
agents.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND ([Changes
- Previous value] = NULL OR [Changes - Previous value] =
"0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN
DATE_DIFF([Update - Timestamp], [Ticket created -
Timestamp], "nb_of_minutes") ELSE VALUE(Field changes time
(min)) ENDIF ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Previously assigned time (min)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in minutes that a ticket was assigned to agents
before the current assigned agent.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND [Changes -
Previous value] != NULL AND [Changes - Previous value] !=
"0") THEN VALUE(Field changes time (min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Field changes time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours between changes to the ticket
fields.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">VALUE(Field changes time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">New status time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that tickets spent with a status of
New.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "new") THEN VALUE(Field changes time
(min))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Open status time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that tickets were in the Open
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "open") THEN VALUE(Field changes time
(min))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Pending status time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that tickets were in the Pending
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "pending") THEN VALUE(Field changes time
(min))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">On-hold status time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that tickets were in the On-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "hold") THEN VALUE(Field changes time
(min))/60 ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Unassigned time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that a ticket was not assigned to any
agents.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND ([Changes
- Previous value] = NULL OR [Changes - Previous value] =
"0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN
DATE_DIFF([Update - Timestamp], [Ticket created -
Timestamp], "nb_of_hours") ELSE VALUE(Field changes time
(min)) / 60 ENDIF ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Previously assigned time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in hours that a ticket was assigned to agents
before the current assigned agent.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND [Changes -
Previous value] != NULL AND [Changes - Previous value] !=
"0") THEN VALUE(Field changes time (min))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Field changes time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days between changes to the ticket
fields.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">VALUE(Field changes time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">New status time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days that tickets spent with a status of
New.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "new") THEN VALUE(Field changes time
(min))/60/24 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Open status time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days that tickets were in the Open
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "open") THEN VALUE(Field changes time
(min))/60/24 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Pending status time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days that tickets were in the Pending
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "pending") THEN VALUE(Field changes time
(min))/60/24 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">On-hold status time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days that tickets were in the On-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "status" AND [Changes -
Previous value]= "hold") THEN VALUE(Field changes time
(min))/60/24ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3128" style="vertical-align:top;">Unassigned time (days)</td>
<td class="entry nocellnorowborder" headers="d52e3131" style="vertical-align:top;">The time in days that a ticket was not assigned to any
agents.</td>
<td class="entry cell-norowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND ([Changes
- Previous value] = NULL OR [Changes - Previous value] =
"0")) THEN IF (VALUE(Field changes time (min)) = NULL) THEN
DATE_DIFF([Update - Timestamp], [Ticket created -
Timestamp], "nb_of_days") ELSE VALUE(Field changes time
(min)) / 60 / 24 ENDIF ENDIF</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e3128" style="vertical-align:top;">Previously assigned time (days)</td>
<td class="entry row-nocellborder" headers="d52e3131" style="vertical-align:top;">The time in days that a ticket was assigned to agents
before the current assigned agent.</td>
<td class="entry cellrowborder" headers="d52e3134" style="vertical-align:top;">IF ([Changes - Field name] = "assignee_id" AND [Changes -
Previous value] != NULL AND [Changes - Previous Value] !=
"0") THEN VALUE(Field changes time (min))/60/24
ENDIF</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_zdl_flq_4y">
<h3 class="title topictitle3" id="ariaid-title9">Updates history attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Updates history
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zdl_flq_4y__table_u4d_jlq_4y" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Updates history metrics</span></caption>
<colgroup>
<col style="width:31.05590062111801%">
<col style="width:68.94409937888199%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e3762" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e3765" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The unique ID of an update</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update channel</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The channel that initiated a ticket update.<p class="p">Note that there
is not a unique channel value for the bot. This may skew
results in reports based on the update channel for bot
workflows.</p>
<p class="p">For more information about the ticket
channels Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update country</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The country from which a ticket update was initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update country and region</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The country and region from which a ticket update was
initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update latitude</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The latitude from which the ticket update was
initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update longitude</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The longitude from which a ticket updated was
initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Comment present</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Indicates where there is currently a comment on the ticket.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Comment type</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The type of comment, internal or public.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Comment public</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Returns true or false based on whether public comments are
present on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The unique ID of a ticket update. Includes deleted tickets.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5493627275546" target="_blank">What's the difference between
Update ticket ID and Ticket ID?</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of a ticket after an update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket group</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The group to which a ticket was assigned at the end of an
update. For example, if a ticket was reassigned from Tier 1 to
Tier 2, the attribute returns Tier 2.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket assignee</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ticket assignee after an update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket brand</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The brand of the ticket after an update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket priority</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The priority of the ticket after an update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Update ticket type</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The type of the ticket after an update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Changes - Field name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Records the field name that was updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Changes - Field type</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Records the field type that was updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Changes - Previous value</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Records the value of the field before the update. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4991340434586" target="_blank">How do I find the right value
to use with the "Changes - Previous/New value"
attribute?</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Changes - New value</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Records the new value of the field after the update. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4991340434586" target="_blank">How do I find the right value
to use with the "Changes - Previous/New value"
attribute?</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ticket's unique ID. Does not include deleted tickets. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5493627275546" target="_blank">What's the difference between
Update ticket ID and Ticket ID?</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of a custom ticket status. This attribute appears
only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The category that a custom ticket status is mapped to. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns <strong class="ph b">Ticket
Status</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active, or
<strong class="ph b">false</strong> if a custom ticket status is deactivated. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Name of the group where the ticket is assigned. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The brand associated with the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The channel that initiated creation of the ticket.<p class="p">For more
information about the ticket channels Explore collects, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket external ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The external system ID of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The current ticket form used on the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The priority of the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The IDs of the ticket defined as a problem ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The subject of the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Any tags associated with the ticket. <p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The type of ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies tickets
are shared with. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of the updater. This value is the string associated
with the user at the time of the update. If a user's name
changes, a new username is created in Explore and is not linked
to the original name. For example, if the username "John Smith"
was updated to "John K Smith", both values exist independently
and are not linked.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater agent name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Displays the name of the updater if an agent. This attribute
provides the fastest way to display agent names in the
report.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater role</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The role of the updater. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ID of the users whom made the update. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater email</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The email address of the ticket updater.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater external ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The external ID of the ticket updater.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater Guide admin</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Indicates whether the user who updated the ticket is a Guide
admin.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater locale</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The locale of the updater.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the user who updated the ticket. Can be Active,
Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The tags associated with the user who updated the
ticket.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater time zone</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The timezone of the updater.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of the user the ticket is assigned to.<p class="p">Values for
this attribute (and for the other Assignee attributes below)
include users who currently have an agent or admin role, as
well as users who previously had an agent or admin role and
were assigned to a ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee role</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The role of the user the ticket is assigned to.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ID of the user the ticket is assigned to.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee email</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The email address of the user the ticket is assigned
to.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the user the ticket is assigned to. Can be
Active, Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Assignee tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The tags that are associated with the user the ticket is
assigned to.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of the user who is asking for support through a
ticket. By default, the requester of a ticket is the submitter,
but the requester can be changed. For example, if an agent opens
a ticket on behalf of a customer, the customer would be the
requester and the agent would be the submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester role</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The requester's role. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The requester's ID. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The requester's email address.
By
default, this returns the primary email of the ticket requester.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the requester's profile. Can be Active,
Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">Any tags associated with the requester. <p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of the user who actually created a ticket. By
default, the submitter of a ticket is the requester, but the
requester can be changed (the submitter cannot be). For example,
if an agent opens a ticket on behalf of a customer, the agent
would be the submitter and the customer would be the
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter role</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The role of the user who submitted the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ID of the user who submitted the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter email</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The email address of the user who submitted the ticket.
By
default, this returns the primary email of the ticket submitter.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the user who submitted the ticket. Can be
Active, Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Submitter tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The tags associated with the user who submitted the
ticket.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater organization name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The organization name of the user who made the ticket
update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater organization ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The organization ID of the user who made the ticket
update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater organization domains</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The web domain of the updater's (person who made the ticket
update) organization. Examples: google.com, company.com,
wiki.com.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater organization status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The organization status of the user who made the ticket
update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Updater organization tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The organization tags of the person who made the ticket
update.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket organization ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The ID of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket organization status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The status of the organization associated with the ticket;
either Active or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket organization tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The tags associated with the ticket organization.<p class="p">For
important information about filtering reports using tags,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester organization name</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default organization</a>
associated with the user set as requester in the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester organization ID</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default organization</a>
ID associated with the user set as requester in the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester organization status</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default organization</a>
status associated with the user set as requester in the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Requester organization tags</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The tags of the current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default organization</a>
associated with the user set as requester in the ticket.<p class="p">For
important information about filtering reports using tags,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The satisfaction rating left by the customer in the ticket;
either Good, Bad, Offered, or Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket satisfaction comment</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The comment left by the customer with the satisfaction
rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Ticket satisfaction reason</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The reason selected by the customer along with the
satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A prediction of what the ticket is about. To see the possible
values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the settings
page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A prediction of how the customer feels about their request.
Possible values are <strong class="ph b">Very Positive</strong>, <strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and <strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket update</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time of each
update (such as a comment) in various time measurements. When
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846768026-Best-practices-for-using-dashboard-filters#h_a2bcbc01-a036-416b-8108-3b66318bcd83" target="_blank">added as a time filter</a>
within a dashboard, this attribute is called Update.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket was
created in various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket was
most recently solved in various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket was
last updated in various time measurements (for example when an
agent saves the ticket). When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846768026-Best-practices-for-using-dashboard-filters#h_a2bcbc01-a036-416b-8108-3b66318bcd83" target="_blank">added as a time filter</a>
within a dashboard, this attribute is called Ticket
updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket requester updated </td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">The time when the ticket was last updated by its
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket last assigned</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket was
last assigned in various time measurements. When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846768026-Best-practices-for-using-dashboard-filters#h_a2bcbc01-a036-416b-8108-3b66318bcd83" target="_blank">added as a time filter</a>
within a dashboard, this attribute is called Ticket
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket was
first assigned in various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e3762" style="vertical-align:top;">Time - Ticket type - Task due</td>
<td class="entry cell-norowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the time a ticket that
has been configured as a task is due in various time
measurements. When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846768026-Best-practices-for-using-dashboard-filters#h_a2bcbc01-a036-416b-8108-3b66318bcd83" target="_blank">added as a time filter</a>
within a dashboard, this attribute is called Ticket due.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e3762" style="vertical-align:top;">Time - Updater last sign-in</td>
<td class="entry cellrowborder" headers="d52e3765" style="vertical-align:top;">A collection of attributes that return the last time a ticket
updater logged in, in various time measurements. When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846768026-Best-practices-for-using-dashboard-filters#h_a2bcbc01-a036-416b-8108-3b66318bcd83" target="_blank">added as a time filter</a>
within a dashboard, this attribute is called Updater
login.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_dfb_ydg_ndb">
<h2 class="title topictitle2" id="ariaid-title10">Backlog history dataset</h2>
<div class="body">
<p class="p">The Backlog history dataset contains metrics and attributes related to your backlog
history. The dataset will show you a snapshot of unsolved tickets at any given date.
Explore collects backlog information every time your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820703386-How-frequently-does-my-Zendesk-data-sync-to-Explore-" target="_blank">data synchronizes</a> with Explore.</p>
<p class="p">This section contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_dfb_ydg_ndb__ul_htg_lbw_sfb">
<li class="li"><a class="xref" href="#topic_et2_myf_kkb">Backlog history dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_elz_t2g_ndb">Backlog history metrics</a></li>
<li class="li"><a class="xref" href="#topic_lvl_52g_ndb">Backlog history attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_et2_myf_kkb">
<h3 class="title topictitle3" id="ariaid-title11">Backlog history dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Backlog history
dataset and their relationships.</p>
<p class="p"><img alt="Backlog history dataset schema" class="image img-screenshot" id="topic_et2_myf_kkb__image_llg_pyf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Backlog%20history.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_elz_t2g_ndb">
<h3 class="title topictitle3" id="ariaid-title12">Backlog history metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Backlog history
dataset. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_elz_t2g_ndb__table_xs1_cfg_ndb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 5. </span>Backlog history metrics</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e4985" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e4988" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e4991" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e4985" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" headers="d52e4988" style="vertical-align:top;">Counts the number of backlog tickets.</td>
<td class="entry cell-norowborder" headers="d52e4991" style="vertical-align:top;">VALUE (Tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e4985" style="vertical-align:top;">Unassigned tickets</td>
<td class="entry nocellnorowborder" headers="d52e4988" style="vertical-align:top;">Counts the number of backlog tickets where the assignee value
was empty.</td>
<td class="entry cell-norowborder" headers="d52e4991" style="vertical-align:top;">IF ([Assignee]=NULL) THEN VALUE (Tickets) ELSE 0
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e4985" style="vertical-align:top;">Assigned tickets</td>
<td class="entry nocellnorowborder" headers="d52e4988" style="vertical-align:top;">Counts the number of backlog tickets where the assignee value
was not empty.</td>
<td class="entry cell-norowborder" headers="d52e4991" style="vertical-align:top;">IF ([Assignee]!=NULL) THEN VALUE (Tickets) ELSE 0
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e4985" style="vertical-align:top;">Incidents</td>
<td class="entry nocellnorowborder" headers="d52e4988" style="vertical-align:top;">Counts the number of backlog tickets where the ticket type
was Incident.</td>
<td class="entry cell-norowborder" headers="d52e4991" style="vertical-align:top;">IF ([Type - Unsorted]="Incident") THEN VALUE (Tickets) ELSE 0
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e4985" style="vertical-align:top;">Problems</td>
<td class="entry nocellnorowborder" headers="d52e4988" style="vertical-align:top;">Counts the number of backlog tickets where the ticket type
was Problem.</td>
<td class="entry cell-norowborder" headers="d52e4991" style="vertical-align:top;">IF ([Type - Unsorted]="Problem") THEN VALUE (Tickets) ELSE 0
ENDIF</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e4985" style="vertical-align:top;">Tickets - Daily average</td>
<td class="entry row-nocellborder" headers="d52e4988" style="vertical-align:top;">The daily average of the backlog tickets.</td>
<td class="entry cellrowborder" headers="d52e4991" style="vertical-align:top;">SUM(Tickets)/DCOUNT([Backlog recorded - Data])</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_lvl_52g_ndb">
<h3 class="title topictitle3" id="ariaid-title13">Backlog history attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Backlog history
dataset. Explore collects backlog information every time your data synchronizes
with Explore. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lvl_52g_ndb__table_mck_1lg_ndb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 6. </span>Backlog history attributes</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e5101" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e5104" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Status - unsorted</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The status of the backlog ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Group</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The group for the backlog ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Assignee</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The assignee of the backlog ticket.<p class="p">Values include users
who currently have an agent or admin role, as well as users
who previously had an agent or admin role and were assigned
to a ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Brand</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The brand of the backlog ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The channel the backlog ticket was most recently updated by.
<p class="p">For more information about the ticket channels Explore
collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Priority</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The priority of the backlog ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Type</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The type of the backlog ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5101" style="vertical-align:top;">Time - Backlog recorded</td>
<td class="entry cell-norowborder" headers="d52e5104" style="vertical-align:top;">The date the backlog snapshot was taken. Includes year,
half-year, quarter, month and week.<p class="p">For an example of how to
use this, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412965304858" target="_blank">What is the difference
between Backlog recorded and Backlog end of
period?</a></p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e5101" style="vertical-align:top;">Time - Backlog end of period</td>
<td class="entry cellrowborder" headers="d52e5104" style="vertical-align:top;">The last day of the backlog snapshot period. Includes year,
quarter, month, and week. <p class="p">For an example of how to use this,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412965304858" target="_blank">What is the difference
between Backlog recorded and Backlog end of
period?</a></p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_cyq_fr4_l2b">
<h2 class="title topictitle2" id="ariaid-title14">SLAs dataset</h2>
<div class="body">
<p class="p">The SLAs dataset contains metrics and attributes that relate to your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-and-using-SLA-policies-Professional-and-Enterprise-" target="_blank">SLA policies</a>. This section list all the
available elements for the Zendesk SLA dataset. If you have active SLA policies, the
SLA reporting dashboard enables you to easily view how well you are meeting these
policies. </p>
<div class="p">
<ul class="ul" id="topic_cyq_fr4_l2b__ul_bxj_kr4_l2b">
<li class="li"><a class="xref" href="#topic_lq4_tyf_kkb">SLAs dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_wcv_4s4_l2b">SLAs metrics</a></li>
<li class="li"><a class="xref" href="#topic_oyw_ps4_l2b">SLAs attributes</a></li>
</ul>
<div class="note note" id="topic_cyq_fr4_l2b__note_yzc_wwg_vrb">
<span class="notetitle">Note:</span> This dataset appears only if you have tickets with SLA
policies applied and includes SLA data from deleted tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank">Defining and using SLA
policies</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_lq4_tyf_kkb">
<h3 class="title topictitle3" id="ariaid-title15">SLAs dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the SLAs dataset and
their relationships.</p>
<p class="p"><img alt="SLAs dataset schema" class="image img-screenshot" id="topic_lq4_tyf_kkb__image_afl_vyf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLAs.jpg" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_wcv_4s4_l2b">
<h3 class="title topictitle3" id="ariaid-title16">SLAs metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the SLAs dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wcv_4s4_l2b__table_yxk_ht4_l2b" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 7. </span>SLAs metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e5307" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e5310" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e5313" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of tickets that have SLA targets applied.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Achieved SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of tickets that met all applied SLA policy
targets.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">D_COUNT(SLA tickets)-D_COUNT(Breached or active SLA
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of tickets that have breached at least one SLA
policy target.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ( [SLA target status]="Breached") THEN [Ticket ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Active SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA tickets whose metrics have not been
completed yet.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA metric status]= "Active") THEN [Ticket ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached active SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA tickets whose metrics have not yet been
completed, but at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA metric status]= "Active" AND [SLA target status]=
"Breached") THEN [Ticket ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached or active SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA tickets whose metrics have not yet been
completed or at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">IF ([SLA metric status]= "Active" OR [SLA target status]=
"Breached") THEN [SLA policy ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Unbreached active SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA tickets whose metrics have not been
completed yet and no SLA policy targets have been breached,
yet.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">D_COUNT(Active SLA tickets)-D_COUNT(Breached active SLA
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">% Achieved SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;"> The number of tickets that met all applied SLA policy
targets expressed as a percentage of all SLA tickets. </td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">SUM(Achieved SLA tickets)/(SUM(Achieved SLA
tickets)+D_COUNT(Breached SLA tickets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">% Breached SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of tickets that have breached at least one SLA
policy target expressed as a percentage of all SLA
tickets.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">D_COUNT(Breached SLA tickets)/(SUM(Achieved SLA
tickets)+D_COUNT(Breached SLA tickets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ( [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy
ID]))&gt;0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Achieved SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies that have been achieved.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(SLA policies)-COUNT(Breached or active SLA
policies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies that have been breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ( [SLA target status]="Breached" AND [SLA policy ID]!=NULL
AND LENGTH(STRING([SLA policy ID]))&gt;0) THEN
COUNT_VALUES([SLA policy unique ID]) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Active SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies whose metrics have not been
completed yet.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ( [SLA metric status]= "Active" AND [SLA policy ID]!=NULL
AND LENGTH(STRING([SLA policy ID]))&gt;0) THEN
COUNT_VALUES([SLA policy unique ID]) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached active SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies whose metrics have not yet been
completed, but at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ( [SLA metric status]= "Active" AND [SLA target status]=
"Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA
policy ID]))&gt;0) THEN COUNT_VALUES([SLA policy unique ID])
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached or active SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies whose metrics have not yet been
completed, or at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">IF ([SLA metric status]= "Active" OR [SLA target status]=
"Breached" AND [SLA policy ID]!=NULL AND
LENGTH(STRING([SLA policy ID]))&gt;0) THEN COUNT_VALUES([SLA policy
unique ID]) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Unbreached active SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA policies whose metrics have not been
completed and no policy targets have been breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(Active SLA policies)-COUNT(Breached active SLA
policies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">[SLA event ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Achieved SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA targets that were achieved.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA target status]= "Achieved" ) THEN [SLA event ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of SLA targets that were breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA target status]= "Breached") THEN [SLA event ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Active SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of active SLA targets. An active SLA target is one
whose metric has not been completed yet.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA metric status]= "Active") THEN [SLA event ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached active SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of active SLA targets that have been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA metric status]= "Active" AND [SLA target
status]="Breached") THEN [SLA event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Unbreached active SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of active SLA targets that have not been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA metric status]= "Active" AND [SLA target
status]=NULL) THEN [SLA event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">% Achieved SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The percentage of SLA targets that were achieved out of the
total number of targets that were achieved and breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(Achieved SLA targets)/(COUNT(Achieved SLA
targets)+COUNT(Breached SLA targets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">% Breached SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The percentage of SLA targets that were breached out of the
total number of targets that were achieved and breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(Breached SLA targets)/(COUNT(Achieved SLA
targets)+COUNT(Breached SLA targets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Achieved SLA targets - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The daily average of the achieved SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(Achieved SLA targets)/DCOUNT_Values([SLA update -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Breached SLA targets - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The daily average of the breached SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">COUNT(Breached SLA targets)/DCOUNT_Values([SLA update -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric breach time (min) </td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The time duration between the target time and actual SLA
fulfillment (in minutes) for the SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA target status]= "Breached") THEN VALUE(SLA metric
completion time (min))- VALUE(SLA metric target time (min))
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric target time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The SLA target time (in minutes) for the SLA metric.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(SLA metric target time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric completion time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The amount of time (in minutes) the SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(SLA metric completion time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric breach time (hrs) </td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The time duration between the target time and actual SLA
fulfillment (in hours) for the SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric
completion time (min))- VALUE(SLA metric target time
(min)))/60 ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric target time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The SLA target time (in hours).</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(SLA metric target time (min))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric completion time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The amount of time (in hours) the SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(SLA metric completion time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric breach time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The time duration between the target time and actual SLA
fulfillment (in days) for the SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">
<p class="p">IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric
completion time (min))- VALUE(SLA metric target time
(min)))/60/24 ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric target time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The SLA target time (in days).</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(SLA metric target time (min))/60/24 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">SLA metric completion time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The amount of time (in hours) the SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(SLA metric completion time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of minutes between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(First resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Full resolution time - min</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in minutes from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Requester wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Agent wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in minutes that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Agent wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">On-hold time (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in minutes that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(On-hold time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of hours between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in hours from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Requester wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Agent wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in hours that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Agent wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">On-hold time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in hours that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(On-hold time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in days between when the ticket was created and
the first public agent reply on the ticket. An agent reply is
only counted after an end user has added a public
comment.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of days between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in days from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of days a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Requester wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Agent wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in days that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Agent wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">On-hold time (days)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total time in days that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(On-hold time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First reply time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket within business
hours. An agent reply is only counted after an end user has
added a public comment.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(First reply time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in minutes between when the ticket was created
and its first resolution within business hours.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(First resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Full resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in minutes between when the ticket was created
and its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Full resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Requester wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open, or
On-hold status during business hours. This number is measured
only after a ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Requester wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Agent wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total combined time in minutes that the ticket was in the
pending status within business hours. It measures how long
agents were waiting for the customer replies within business
hours.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">(Agent wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">On-hold time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total combined time in minutes that the ticket was in the
on-hold status during business hours.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">On-hold time - Business hours (min)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First reply time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket within business
hours. An agent reply is only counted after an end-user has
added a public comment.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First reply time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">First resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in hours between when the ticket was created and
its first resolution within business hours.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(First resolution time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Full resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The duration in hours between when the ticket was created and
its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Full resolution time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Requester wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, or
On-hold status during business hours. This number is measured
only after a ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Requester wait time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e5307" style="vertical-align:top;">Agent wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e5310" style="vertical-align:top;">The total combined time in hours that the ticket was in the
pending status within business hours. It measures how long
agents were waiting for the customer replies within business
hours.</td>
<td class="entry cell-norowborder" headers="d52e5313" style="vertical-align:top;">VALUE(Agent wait time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e5307" style="vertical-align:top;">On-hold time - Business hours (hrs)</td>
<td class="entry row-nocellborder" headers="d52e5310" style="vertical-align:top;">The total combined time in hours that the ticket was in the
on-hold status during business hours.</td>
<td class="entry cellrowborder" headers="d52e5313" style="vertical-align:top;">VALUE(On-hold time - Business hours (min))/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_oyw_ps4_l2b">
<h3 class="title topictitle3" id="ariaid-title17">SLAs attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the SLAs dataset. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_oyw_ps4_l2b__table_rjq_htp_l2b" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 8. </span>SLAs attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e6205" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e6208" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA policy name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of the SLA policy that the ticket is measured
against.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA policy ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID number of the SLA policy that the ticket is measured
against.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA policy unique ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID number of the SLA policy that is unique
(unrepeatable).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA policy ticket ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ticket ID of the SLA Policy</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA metric</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Which SLA metric is being measured (Agent Work Time, First
Reply Time, Next Reply Time, Pausable Update Time, Periodic
Update Time, Requester Wait Time, or Total Resolution Time). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA metric status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The status of the SLA metric. The status can be Active or
Completed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA metric instance</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Which reactivation instance of the metric is being measured
on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA target status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The status of the SLA Target (goal). Attribute values are:
Achieved or Breached.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA target operation hours</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The type of operating hours associated with the SLA target.
Attribute values are: Business Hours, Calendar Hours.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA target in business hours</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Indicates whether the hours of operation for the SLA policy
is set to business hours. Attribute values are: True or False.
For another way to report on this information, see the <strong class="ph b">SLA
target operation hours</strong> metric.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">SLA event ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID number for an SLA event associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of a custom ticket status. This attribute appears
only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The category that a custom ticket status is mapped to. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns <strong class="ph b">Ticket
Status</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active, or
<strong class="ph b">false</strong> if a custom ticket status is deactivated. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The channel a ticket was created from.<p class="p">For more information
about the ticket channels Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket external ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The external ID of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID of the ticket defined as a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The tags associated with the ticket.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of the assignee.<p class="p">Values for this attribute (and
for the other Assignee attributes below) include users who
currently have an agent or admin role, as well as users who
previously had an agent or admin role and were assigned to a
ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee role</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The role of an assignee, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ticket's assignee ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee email</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ticket assignees email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The current status of the ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Assignee tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Tags added to the assignee.<p class="p">For important information about
filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of the user who is asking for support through a
ticket. By default, the requester of a ticket is the submitter,
but the requester can be changed. For example, if an agent opens
a ticket on behalf of a customer, the customer would be the
requester and the agent would be the submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester role</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The role of a requester, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID number for a ticket's requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The email address of the ticket requester.
By
default, this returns the primary email of the ticket requester.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The Zendesk status of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Tags associated with the requester.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of the user who actually created a ticket. By
default, the submitter of a ticket is the requester, but the
requester can be changed (the submitter cannot be). For example,
if an agent opens a ticket on behalf of a customer, the agent
would be the submitter and the customer would be the
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter role</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The role of the submitter, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter email</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The email address of the ticket submitter.
By
default, this returns the primary email of the ticket submitter.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The status of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Submitter tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Tags added to the ticket submitter.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket organization ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The ID of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket organization status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The status of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket organization tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The tags of the organization associated with the
ticket.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester organization name</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The organization name of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester organization ID</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The organization ID of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester organization status</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The organization status of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Requester organization tags</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The organization tags associated with the ticket
requester.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket satisfaction comment</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The comment left by the customer along with the satisfaction
rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Ticket satisfaction reason</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The reason selected by the customer along with the
satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">A prediction of what the ticket is about. To see the possible
values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the settings
page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">A prediction of how the customer feels about their request.
Possible values are <strong class="ph b">Very Positive</strong>, <strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and <strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - SLA status update</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the SLA status was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was created in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was most recently solved in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket requester updated </td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">The time when the ticket was last updated by its
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket last assigned</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was last assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cell-norowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was first assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e6205" style="vertical-align:top;">Time - Ticket type - Task due</td>
<td class="entry cellrowborder" headers="d52e6208" style="vertical-align:top;">Includes a number of attributes that return the due date by
which a ticket of type "Task" should be completed.</td>
</tr>
</tbody>
</table>
</div>
<div class="note tip" id="topic_oyw_ps4_l2b__note_ftm_mkn_yqb">
<span class="tiptitle">Tip:</span> You can also report on custom fields that you’ve created
in Zendesk Support. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824384538" target="_blank">Reporting with custom fields</a>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested1" id="topic_svt_cjx_kxb">
<h2 class="title topictitle2" id="ariaid-title18">Group SLAs dataset</h2>
<div class="body">
<p class="p">The Group SLAs dataset contains metrics and attributes that relate to your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5322445643802" target="_blank">group SLA policies</a>. This section list all the available
elements for the Zendesk Group SLA dataset. If you have active group SLA policies,
the Group SLAs reporting dashboard enables you to easily view how well you are
meeting these policies. </p>
<div class="p">
<ul class="ul" id="topic_svt_cjx_kxb__ul_tvt_cjx_kxb">
<li class="li"><a class="xref" href="#topic_xvt_cjx_kxb">Group SLAs metrics</a></li>
<li class="li"><a class="xref" href="#topic_zvt_cjx_kxb">Group SLAs attributes</a></li>
</ul>
<div class="note note" id="topic_svt_cjx_kxb__note_uvt_cjx_kxb">
<span class="notetitle">Note:</span> This dataset appears only if you have tickets with group
SLA policies applied. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5322445643802" target="_blank">Defining group SLA policies</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_xvt_cjx_kxb">
<h3 class="title topictitle3" id="ariaid-title19">Group SLAs metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Group SLAs
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xvt_cjx_kxb__table_yvt_cjx_kxb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 9. </span>Group SLAs metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e7111" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e7114" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e7117" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of tickets that have group SLA targets
applied.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Achieved group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of tickets that met all applied group SLA policy
targets.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">D_COUNT(Group SLA tickets)-D_COUNT(Breached group SLA
tickets)-SUM(Unbreached active group SLA tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of tickets that have breached at least one group
SLA policy target.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ( [Group SLA target status]="Breached") THEN [Ticket ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Active group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA tickets whose metrics have not been
completed yet.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">D_COUNT(Group SLA tickets)-D_COUNT(Breached or active Group
SLA tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached active group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA tickets whose metrics have not yet
been completed, but at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA metric status]= "Active" AND [Group SLA target
status]= "Breached") THEN [Ticket ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached or active group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA tickets whose metrics have not yet
been completed, or at least one SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">IF ([Group SLA metric status]= "Active" OR [Group SLA target
status]= "Breached") THEN [Group SLA policy ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Unbreached active group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA tickets whose metrics have not been
completed yet and no group SLA policy targets have been
breached, yet.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">D_COUNT(Active group SLA tickets)-D_COUNT(Breached active
group SLA tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">% Achieved group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;"> The number of tickets that met all applied group SLA policy
targets expressed as a percentage of all group SLA tickets. </td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">SUM(Achieved group SLA tickets)/(SUM(Achieved group SLA
tickets)+D_COUNT(Breached group SLA tickets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">% Breached group SLA tickets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of tickets that have breached at least one group
SLA policy target expressed as a percentage of all group SLA
tickets.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">D_COUNT(Breached group SLA tickets)/(SUM(Achieved group SLA
tickets)+D_COUNT(Breached group SLA tickets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ( [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA
policy ID]))&gt;0) THEN COUNT_VALUES([Group SLA policy
unique ID]) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Achieved group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies that have been
achieved.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Group SLA policies)-COUNT(Breached or active Group SLA
policies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies that have been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ( [Group SLA target status]="Breached" AND [Group SLA
policy ID]!=NULL AND LENGTH(STRING([Group SLA policy
ID]))&gt;0) THEN COUNT_VALUES([Group SLA policy unique ID])
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Active group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies whose metrics have not been
completed yet.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ( [Group SLA metric status]= "Active" AND [Group SLA
policy ID]!=NULL AND LENGTH(STRING([Group SLA policy
ID]))&gt;0) THEN COUNT_VALUES([Group SLA policy unique ID])
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached active group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies whose metrics have not yet
been completed, but at least one group SLA policy target has
been breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ( [Group SLA metric status]= "Active" AND [Group SLA
target status]= "Breached" AND [Group SLA policy ID]!=NULL
AND LENGTH(STRING([Group SLA policy ID]))&gt;0) THEN
COUNT_VALUES([Group SLA policy unique ID]) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached or active group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies whose metrics have not yet
been completed, or at least one group SLA policy target has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">IF ( [Group SLA metric status]= "Active" OR [Group SLA target
status]= "Breached" AND [Group SLA policy ID]!=NULL AND
LENGTH(STRING([Group SLA policy ID]))&gt;0) THEN
COUNT_VALUES([Group SLA policy unique ID]) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Unbreached active group SLA policies</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA policies whose metrics have not been
completed and no policy targets have been breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Active group SLA policies)-COUNT(Breached active group
SLA policies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">[Group SLA event ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Achieved group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA targets that were achieved.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA target status]= "Achieved" ) THEN [Group SLA
event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of group SLA targets that were breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA target status]= "Breached") THEN [Group SLA
event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Active group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of active group SLA targets. An active group SLA
target is one whose metric has not been completed yet.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA metric status]= "Active") THEN [Group SLA
event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached active group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of active group SLA targets that have been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA metric status]= "Active" AND [Group SLA target
status]="Breached") THEN [Group SLA event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Unbreached active group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of active group SLA targets that have not been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA metric status]= "Active" AND [Group SLA target
status]=NULL) THEN [Group SLA event ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">% Achieved group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The percentage of group SLA targets that were achieved out of
the total number of targets that were achieved and
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Achieved group SLA targets)/(COUNT(Achieved group SLA
targets)+COUNT(Breached group SLA targets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">% Breached group SLA targets</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The percentage of group SLA targets that were breached out of
the total number of targets that were achieved and
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Breached group SLA targets)/(COUNT(Achieved group SLA
targets)+COUNT(Breached group SLA targets))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Achieved group SLA targets - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The daily average of the achieved group SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Achieved group SLA targets)/DCOUNT_Values([Group SLA
update - Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Breached group SLA targets - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The daily average of the breached group SLA targets.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">COUNT(Breached group SLA targets)/DCOUNT_Values([Group SLA
update - Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric breach time (min) </td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The time duration between the target time and actual group
SLA fulfillment (in minutes) for the group SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA target status]= "Breached") THEN VALUE(Group
SLA metric completion time (min))- VALUE(Group SLA metric
target time (min)) ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric target time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The group SLA target time (in minutes) for the group SLA
metric.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Group SLA metric target time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric completion time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The amount of time (in minutes) the group SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Group SLA metric completion time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric breach time (hrs) </td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The time duration between the target time and actual group
SLA fulfillment (in hours) for the group SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA target status]= "Breached") THEN (VALUE(Group
SLA metric completion time (min))- VALUE(Group SLA metric
target time (min)))/60 ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric target time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The group SLA target time (in hours).</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Group SLA metric target time (min))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric completion time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The amount of time (in hours) the group SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Group SLA metric completion time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric breach time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The time duration between the target time and actual group
SLA fulfillment (in days) for the group SLA metric has been
breached.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">
<p class="p">IF ([Group SLA target status]= "Breached") THEN (VALUE(Group
SLA metric completion time (min))- VALUE(Group SLA metric
target time (min)))/60/24 ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric target time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The group SLA target time (in days).</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Group SLA metric target time (min))/60/24 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Group SLA metric completion time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The amount of time (in hours) the group SLA metric was
active.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Group SLA metric completion time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket. An agent reply
is only counted after an end user has added a public
comment.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of minutes between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(First resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Full resolution time - min</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in minutes from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Requester wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Agent wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in minutes that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Agent wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">On-hold time (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in minutes that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(On-hold time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket. An agent reply is
only counted after an end user has added a public
comment.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of hours between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in hours from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Requester wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Agent wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in hours that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Agent wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">On-hold time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in hours that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(On-hold time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in days between when the ticket was created and
the first public agent reply on the ticket. An agent reply is
only counted after an end user has added a public
comment.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of days between when the ticket was created and
when it was first resolved.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in days from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of days a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Requester wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Agent wait time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in days that a ticket was in the pending
status. It measures how long agents were waiting for the
customer replies.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Agent wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">On-hold time (days)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total time in days that a ticket was in the on-hold
status.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(On-hold time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First reply time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket within business
hours. An agent reply is only counted after an end user has
added a public comment.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(First reply time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in minutes between when the ticket was created
and its first resolution within business hours.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(First resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Full resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in minutes between when the ticket was created
and its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Full resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Requester wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of minutes a ticket spends in the New, Open, or
On-hold status during business hours. This number is measured
only after a ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Requester wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Agent wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total combined time in minutes that the ticket was in the
pending status within business hours. It measures how long
agents were waiting for the customer replies within business
hours.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">(Agent wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">On-hold time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total combined time in minutes that the ticket was in the
on-hold status during business hours.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">On-hold time - Business hours (min)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First reply time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket within business
hours. An agent reply is only counted after an end user has
added a public comment.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First reply time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">First resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in hours between when the ticket was created and
its first resolution within business hours.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(First resolution time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Full resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The duration in hours between when the ticket was created and
its latest resolution within business hours. </td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Full resolution time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Requester wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The number of hours a ticket spends in the New, Open, or
On-hold status during business hours. This number is measured
only after a ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a>
for further explanation.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Requester wait time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e7111" style="vertical-align:top;">Agent wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e7114" style="vertical-align:top;">The total combined time in hours that the ticket was in the
pending status within business hours. It measures how long
agents were waiting for the customer replies within business
hours.</td>
<td class="entry cell-norowborder" headers="d52e7117" style="vertical-align:top;">VALUE(Agent wait time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e7111" style="vertical-align:top;">On-hold time - Business hours (hrs)</td>
<td class="entry row-nocellborder" headers="d52e7114" style="vertical-align:top;">The total combined time in hours that the ticket was in the
on-hold status during business hours.</td>
<td class="entry cellrowborder" headers="d52e7117" style="vertical-align:top;">VALUE(On-hold time - Business hours (min))/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested2" id="topic_zvt_cjx_kxb">
<h3 class="title topictitle3" id="ariaid-title20">Group SLAs attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Group SLAs
dataset. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zvt_cjx_kxb__table_awt_cjx_kxb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 10. </span>Group SLAs attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e8006" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e8009" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA policy name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of the group SLA policy that the ticket is measured
against.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA policy ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID number of the group SLA policy that the ticket is
measured against.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA policy unique ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID number of the group SLA policy that is unique
(unrepeatable).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA policy ticket ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ticket ID of the group SLA Policy</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA metric</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Which group SLA metric is being measured (Group ownership
time). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA metric status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The status of the group SLA metric. The status can be Active
or Completed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA metric instance</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Which reactivation instance of the metric is being measured
on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA target status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The status of the group SLA Target (goal). Attribute values
are: Achieved or Breached.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA target operation hours</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The type of operating hours associated with the group SLA
target. Attribute values are: Business Hours, Calendar
Hours.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA target in business hours</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Indicates whether the hours of operation for the group SLA
policy is set to business hours. Attribute values are: True or
False. For another way to report on this information, see the
<strong class="ph b">Group SLA target operation hours</strong> metric.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Group SLA event ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID number for a group SLA event associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of a custom ticket status. This attribute appears
only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The category that a custom ticket status is mapped to. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns <strong class="ph b">Ticket
Status</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active, or
<strong class="ph b">false</strong> if a custom ticket status is deactivated. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The channel a ticket was created from.<p class="p">For more information
about the ticket channels Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket external ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The external ID of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID of the ticket defined as a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The tags associated with the ticket.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of the assignee.<p class="p">Values for this attribute (and
for the other Assignee attributes below) include users who
currently have an agent or admin role, as well as users who
previously had an agent or admin role and were assigned to a
ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee role</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The role of an assignee, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ticket's assignee ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee email</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ticket assignees email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The current status of the ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Assignee tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Tags added to the assignee.<p class="p">For important information about
filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of the user who is asking for support through a
ticket. By default, the requester of a ticket is the submitter,
but the requester can be changed. For example, if an agent opens
a ticket on behalf of a customer, the customer would be the
requester and the agent would be the submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester role</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The role of a requester, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID number for a ticket's requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The email address of the ticket requester.
By
default, this returns the primary email of the ticket requester.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The Zendesk status of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Tags associated with the requester.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of the user who actually created a ticket. By
default, the submitter of a ticket is the requester, but the
requester can be changed (the submitter cannot be). For example,
if an agent opens a ticket on behalf of a customer, the agent
would be the submitter and the customer would be the
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter role</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The role of the submitter, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter email</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The email address of the ticket submitter.
By
default, this returns the primary email of the ticket submitter.
However, if a user has an unverified primary email addresses and
a verified secondary email address, Explore uses the verified
secondary email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The status of the ticket submitter.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Submitter tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Tags added to the ticket submitter.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket organization ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The ID of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket organization status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The status of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket organization tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The tags of the organization associated with the
ticket.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester organization name</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The organization name of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester organization ID</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The organization ID of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester organization status</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The organization status of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Requester organization tags</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The organization tags associated with the ticket
requester.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket satisfaction comment</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The comment left by the customer along with the satisfaction
rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Ticket satisfaction reason</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The reason selected by the customer along with the
satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Group SLA status update</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the group SLA status was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">A prediction of what the ticket is about. To see the possible
values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the settings
page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">A prediction of how the customer feels about their request.
Possible values are <strong class="ph b">Very Positive</strong>, <strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and <strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was created in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was most recently solved in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket requester updated </td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">The time when the ticket was last updated by its
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket last assigned</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was last assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cell-norowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was first assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e8006" style="vertical-align:top;">Time - Ticket type - Task due</td>
<td class="entry cellrowborder" headers="d52e8009" style="vertical-align:top;">Includes a number of attributes that return the due date by
which a ticket of type "Task" should be completed.</td>
</tr>
</tbody>
</table>
</div>
<div class="note tip" id="topic_zvt_cjx_kxb__note_bwt_cjx_kxb">
<span class="tiptitle">Tip:</span> You can also report on custom fields that
you’ve created in Zendesk Support. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824384538" target="_blank">Reporting with custom fields</a>.</div>
</div>
</div>
</div>
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