Zendesk – weekly average first response time
How fast is your support team responding to customer support tickets?
Zendesk (full schema here)
select date_trunc('week', created_at) week, avg(reply_time_in_minutes_business / 60::float), 4 goal from zendesk.ticket_metrics metrics inner join ( select id, group_id, status, assignee_id from zendesk.tickets where created_at > '1/1/2015' and date_trunc('week', created_at) >= date_trunc('week', sysdate - interval '24 weeks') and group_id = '21404915' and status != 'deleted' ) as tickets("id", "group_id", "status") on metrics.ticket_id = tickets.id and date_trunc('week', created_at) != date_trunc('week', getdate()) and date_trunc('month',created_at) > '2015-09-01' group by 1 order by week desc;
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