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Zendesk – weekly average first response time

Question

How fast is your support team responding to customer support tickets?

Sources

Zendesk (full schema here)

Results

Query

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;