Zendesk API今天解决问题

Question

我想使用Zendesk API https://developer.zendesk.com/rest_api/docs/core/ticket_metrics#json-format，但我不确定如何才能获得今天解决的门票、昨天解决的门票、本周解决的门票等指标。

这在Zendesk API中是可能的吗？

Answer 1

据我所知，没有一个广泛的端点来定义票证状态以及该状态发生的时间。搜索终结点将允许您定义当前状态(当前已解决的票证)。增量票证事件终结点将在事件发生时向您显示(票证状态更改为已解决)，但不可搜索。大多数人将存储来自Ticket Events端点的数据，然后您可以将其设置为可搜索。

Answer 2

您可以使用以下命令获取此数据：

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 }
}

有关详细信息，请参阅documentation here。