@@ -184,39 +184,41 @@ This collection contains information about Zendesk ticket fields.
184184| ` updated_at ` | The date and time the ticket field was last updated. |
185185| ` received_at ` | Timestamp added when data reaches the Segment API. |
186186
187- -->
188-
189187### ticket_metrics
190188
191- | Property | Description |
192- | --------------- | ----------------------------------------------------------------- |
193- | id | This is automatically assigned. |
194- | ticket_id | ID of the associated ticket. |
195- | group_stations | Number of groups this ticket passed through. |
196- | assignee_stations | Number of assignees this ticket had. |
197- | reopens | Total number of times the ticket was reopened. |
198- | replies | Total number of times ticket was replied to. |
199- | reply_time_in_minutes_calendar | Number of minutes to the first reply outside of business hours. |
200- | reply_time_in_minutes_business | Number of minutes to the first reply during business hours. |
201- | first_resolution_time_in_minutes_calendar | Number of minutes to the first resolution time outside of business hours. |
202- | first_resolution_time_in_minutes_business | Number of minutes to the first resolution time during business hours. |
203- | full_resolution_time_in_minutes_calendar | Number of minutes to the full resolution outside of business hours. |
204- | full_resolution_time_in_minutes_business | Number of minutes to the full resolution during business hours. |
205- | agent_wait_time_in_minutes_calendar | Number of minutes the agent spent waiting outside of business hours. |
206- | agent_wait_time_in_minutes_business | Number of minutes the agent spent waiting during business hours. |
207- | requester_wait_time_in_minutes_calendar | Number of minutes the requester spent waiting outside of business hours. |
208- | requester_wait_time_in_minutes_business | Number of minutes the requester spent waiting during business hours. |
209- | on_hold_time_in_minutes_calendar | Number of minutes the ticket was on hold outside of business hours. |
210- | on_hold_time_in_minutes_business | Number of minutes the ticket was on hold during business hours. |
211- | created_at | The date and time this record was created. |
212- | updated_at | The date and time this record was last updated. |
213- | assignee_updated_at | The date and time the assignee last updated the ticket. |
214- | requester_updated_at | The date and time the requester last updated the ticket. |
215- | status_updated_at | The date and time the status was last updated. |
216- | initially_assigned_at | The date and time the ticket was initially assigned. |
217- | assigned_at | The date and time the ticket was last assigned. |
218- | latest_comment_added_at | The date and time the latest comment was added. |
219- | received_ at | This timestamp is added to incoming messages as soon as they hit Segment API. |
189+ This collection contains performance and timing metrics for Zendesk tickets.
190+
191+ | Property | Description |
192+ | ------------------------------------------- | ----------------------------------------------------------- |
193+ | ` id ` | Automatically assigned when the record is created. |
194+ | ` ticket_id ` | The ID of the associated ticket. |
195+ | ` group_stations ` | The number of groups the ticket passed through. |
196+ | ` assignee_stations ` | The number of assignees the ticket has had. |
197+ | ` reopens ` | The total number of times the ticket was reopened. |
198+ | ` replies ` | The total number of replies to the ticket. |
199+ | ` reply_time_in_minutes_calendar ` | Minutes to the first reply outside business hours. |
200+ | ` reply_time_in_minutes_business ` | Minutes to the first reply during business hours. |
201+ | ` first_resolution_time_in_minutes_calendar ` | Minutes to the first resolution outside business hours. |
202+ | ` first_resolution_time_in_minutes_business ` | Minutes to the first resolution during business hours. |
203+ | ` full_resolution_time_in_minutes_calendar ` | Minutes to full resolution outside business hours. |
204+ | ` full_resolution_time_in_minutes_business ` | Minutes to full resolution during business hours. |
205+ | ` agent_wait_time_in_minutes_calendar ` | Minutes the agent spent waiting outside business hours. |
206+ | ` agent_wait_time_in_minutes_business ` | Minutes the agent spent waiting during business hours. |
207+ | ` requester_wait_time_in_minutes_calendar ` | Minutes the requester spent waiting outside business hours. |
208+ | ` requester_wait_time_in_minutes_business ` | Minutes the requester spent waiting during business hours. |
209+ | ` on_hold_time_in_minutes_calendar ` | Minutes the ticket was on hold outside business hours. |
210+ | ` on_hold_time_in_minutes_business ` | Minutes the ticket was on hold during business hours. |
211+ | ` created_at ` | The date and time the record was created. |
212+ | ` updated_at ` | The date and time the record was last updated. |
213+ | ` assignee_updated_at ` | The date and time the assignee last updated the ticket. |
214+ | ` requester_updated_at ` | The date and time the requester last updated the ticket. |
215+ | ` status_updated_at ` | The date and time the ticket status was last updated. |
216+ | ` initially_assigned_at ` | The date and time the ticket was first assigned. |
217+ | ` assigned_at ` | The date and time the ticket was most recently assigned. |
218+ | ` latest_comment_added_at ` | The date and time the latest comment was added. |
219+ | ` received_at ` | Timestamp added when data reaches the Segment API. |
220+
221+ -->
220222
221223
222224### ticket_events
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