Question

我想使用Zendesk API https://developer.zendesk.com/rest_api/docs/core/ticket_metrics#json-format，但是我不确定如何获取今天解决的票证，昨天解决的票证，本周解决的票证等指标。

在Zendesk API中有可能吗？

Answer 1

据我所知，没有一个广泛的端点来定义故障单状态以及该状态何时发生。搜索端点可让您定义目前的状态（当前已解决的票证）。增量票证事件端点将向您显示事件发生的时间（票证状态已更改为已解决），但不可搜索。大多数人会从Ticket Events端点存储数据，然后就可以将其搜索。

Answer 2

您可以使用以下方式获取此数据：

GET /api/v2/ticket_metrics.json

返回将包含solved_at日期：

{
  "id": 33,
  "ticket_id": 4343,
  "created_at": "2009-07-20T22:55:29Z",
  "updated_at": "2011-05-05T10:38:52Z",
  "group_stations": 7,
  "assignee_stations": 1,
  "reopens": 55,
  "replies": 322,
  "assignee_updated_at": "2011-05-06T10:38:52Z",
  "requester_updated_at": "2011-05-07T10:38:52Z",
  "status_updated_at": "2011-05-04T10:38:52Z",
  "initially_assigned_at": "2011-05-03T10:38:52Z",
  "assigned_at": "2011-05-05T10:38:52Z",
  "solved_at": "2011-05-09T10:38:52Z",
  "latest_comment_added_at": "2011-05-09T10:38:52Z",
  "reply_time_in_minutes": { "calendar": 2391, "business": 737 },
  "first_resolution_time_in_minutes": { "calendar": 2391, "business": 737 },
  "full_resolution_time_in_minutes": { "calendar": 2391, "business": 737 },
  "agent_wait_time_in_minutes": { "calendar": 2391, "business": 737 },
  "requester_wait_time_in_minutes": { "calendar": 2391, "business": 737 },
  "on_hold_time_in_minutes": { "calendar": 2290, "business": 637 }
}

documentation here中的更多内容。

Zendesk API今日解决了问题

2 个答案: