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The median hours a ticket spends in the New, Open, or On-hold statuses during business hours.

This value is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed.

The count of ticket IDs determined by satisfaction survey change (if null replace with 0) WHERE the new satisfaction value is good AND deleted tickets are not included AND ticket status is Solved or Closed.

The count of ticket IDs determined by satisfaction survey change (if null than replace with 0) WHERE the new satisfaction value is Bad or Good AND deleted tickets are not included AND Ticket status is Solved or Closed.

For information on other reporting objects, see Insights object reference.

Insights and custom reporting is available on Professional and Enterprise.

In the table below, the 'How it's calculated' column gives a simplified version of the MAQL definition.

For business hours (Biz Hours) metrics, you must set business hours within Zendesk Support.

For more information on setting business hours, see Setting your schedule with business hours and holidays.

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The count of ticket IDs determined by ticket text field changes WHERE the text field is status AND the new text field status value is Open, Pending, Hold AND previous text field status value is Solved AND deleted tickets are not included.