TicketMetrics
Provides performance metrics for tickets, including timing, assignment, and resolution details.
Table-Specific Information
Select
The following queries are processed server-side while other filters are processed client-side within the provider.
SELECT * FROM TicketMetrics WHERE TicketId = '123'
SELECT * FROM TicketMetrics WHERE TicketId IN (SELECT Id FROM Tickets)
To get the TicketIds of deleted tickets, run this query:
GETDELETED FROM TicketMetrics
Columns
| Name | Type | ReadOnly | References | Description |
| Id [KEY] | Long | False |
The Id automatically assigned when the record is created. | |
| TicketId [KEY] | Integer | False |
Tickets.Id |
The Id of the associated ticket. |
| GroupStations | Integer | False |
The number of groups this ticket passed through. | |
| AssigneeStations | Integer | False |
The number of assignees this ticket had. | |
| Reopens | Integer | False |
The total number of times the ticket was reopened. | |
| Replies | Integer | False |
The total number of times the ticket was replied to. | |
| AssigneeUpdatedAt | Datetime | False |
The date and time when the assignee last updated the ticket. | |
| RequesterUpdatedAt | Datetime | False |
The date and time when the requester last updated the ticket. | |
| StatusUpdatedAt | Datetime | False |
The date and time when the ticket status was last updated. | |
| InitiallyAssignedAt | Datetime | False |
The date and time when the ticket was initially assigned. | |
| AssignedAt | Datetime | False |
The date and time when the ticket was last assigned. | |
| SolvedAt | Datetime | False |
The date and time when the ticket was solved. | |
| LatestCommentAddedAt | Datetime | False |
The date and time when the latest comment was added. | |
| FirstResolutionTimeCalendar | Int | False |
Number of minutes to the first resolution time in calendar hours (including non-business hours). | |
| FirstResolutionTimeBusiness | Int | False |
Number of minutes to the first resolution time in business hours only. | |
| ReplyTimeCalendar | Int | False |
Number of minutes to the first reply in calendar hours (including non-business hours). | |
| ReplyTimeBusiness | Int | False |
Number of minutes to the first reply in business hours only. | |
| FullResolutionTimeCalendar | Int | False |
Number of minutes to the full resolution in calendar hours (including non-business hours). | |
| FullResolutionTimeBusiness | Int | False |
Number of minutes to the full resolution in business hours only. | |
| AgentWaitTimeCalendar | Int | False |
Number of minutes the agent spent waiting in calendar hours (including non-business hours). | |
| AgentWaitTimeBusiness | Int | False |
Number of minutes the agent spent waiting in business hours only. | |
| RequesterWaitTimeCalendar | Int | False |
Number of minutes the requester spent waiting in calendar hours (including non-business hours). | |
| RequesterWaitTimeBusiness | Int | False |
Number of minutes the requester spent waiting in business hours only. | |
| CreatedAt | Datetime | False |
The date and time when this record was created. | |
| UpdatedAt | Datetime | False |
The date and time when this record was last updated. | |
| Url | String | False |
The API URL of this ticket metric. |