Zendesk

Zendesk Ticket Metrics API

The Zendesk Ticket Metrics API lets you programmatically access the operational and SLA metrics that Zendesk calculates for each support ticket. It provides perticket summaries such as first reply time, full resolution time, requester and agent wait times, onhold time, number of replies and reopens, and key timestamps (for example, assigned and solved), often available in both calendar and business minutes.

Documentation GitHub OpenAPI

Documentation

📖

Documentation

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/

Specifications

⚙

OpenAPI

https://raw.githubusercontent.com/api-evangelist/zendesk/refs/heads/main/openapi/ticket-metrics-openapi-original.yml

OpenAPI Specification

openapi: 3.1.0
info:
  version: "1.0"
  title: Zendesk Ticket Metrics
  description: Needs a description.
paths:
  /api/v2/ticket_metrics:
    get:
      operationId: ListTicketMetrics
      tags:
        - Ticket Metrics
      summary: Zendesk Get  Api V2 Ticket_metrics
      description: >
        Returns a list of tickets with their metrics.


        Tickets are ordered chronologically by created date, from newest to
        oldest.

        The last ticket listed may not be the absolute oldest ticket in your
        account

        due to ticket archiving.


        Archived tickets are not included in the response. See

        [About archived
        tickets](https://support.zendesk.com/hc/en-us/articles/203657756) in

        Zendesk help.


        #### Pagination


        - Cursor pagination (recommended)

        - Offset pagination


        See [Pagination](/api-reference/introduction/pagination/).


        Returns a maximum of 100 records per page.



        #### Allowed For


        * Agents
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketMetricsResponse'
              examples:
                default:
                  $ref: '#/components/examples/TicketMetricsResponseExample'
  /api/v2/ticket_metrics/{ticket_metric_id}:
    get:
      operationId: ShowTicketMetrics
      tags:
        - Ticket Metrics
      summary: Zendesk Get  Api V2 Ticket_metrics Ticket_metric_id
      description: |
        Returns a specific metric, or the metrics of a specific ticket.

        #### Pagination

        - Cursor pagination (recommended)
        - Offset pagination

        See [Pagination](/api-reference/introduction/pagination/).

        Returns a maximum of 100 records per page.

        #### Allowed For

        * Agents
      parameters:
        - name: ticket_metric_id
          in: path
          description: The id of the ticket metric to retrieve
          required: true
          schema:
            type: string
          example: '10001'
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketMetricsByTicketMetricIdResponse'
              examples:
                default:
                  $ref: '#/components/examples/TicketMetricResponseExample'
components:
  schemas:
    TicketMetricsResponse:
      type: object
      properties:
        ticket_metrics:
          type: array
          items:
            $ref: '#/components/schemas/TicketMetricObject'
    TicketMetricsByTicketMetricIdResponse:
      type: object
      properties:
        ticket_metric:
          type: array
          items:
            $ref: '#/components/schemas/TicketMetricObject'
tags:
  - name: Ticket Metrics