Examples
Examples
Try the starting example
- Tickets: ID, creation timestamp, ordered resolve@timestamp|reopen@timestamp events or none
- A,2026-10-20T09:00,resolve@2026-10-20T10:00|reopen@2026-10-20T10:30|resolve@2026-10-20T11:00 B,2026-10-20T09:00,resolve@2026-10-20T10:00|reopen@2026-10-20T11:00
- As-of timestamp
- 2026-10-20T12:00
- Measured definition: first or final
- final
- Resolution duration under selected definition by ticket (calendar minutes)
- A: 120; B: Unresolved
- Mean among tickets qualifying under that definition (minutes)
- 120
- Currently unresolved tickets
- 1
- Tickets with at least one reopen (%)
- 100
Try another scenario
- Tickets: ID, creation timestamp, ordered resolve@timestamp|reopen@timestamp events or none
- A,2026-10-20T09:00,resolve@2026-10-20T10:00|reopen@2026-10-20T10:30|resolve@2026-10-20T11:00 B,2026-10-20T09:00,resolve@2026-10-20T10:00|reopen@2026-10-20T11:00
- As-of timestamp
- 2026-10-20T12:00
- Measured definition: first or final
- first
- Resolution duration under selected definition by ticket (calendar minutes)
- A: 60; B: 60
- Mean among tickets qualifying under that definition (minutes)
- 60
- Currently unresolved tickets
- 1
- Tickets with at least one reopen (%)
- 100
Calculation method
Calculation method
Resolution duration under selected definition by ticket (calendar minutes)
First: creation to first resolve, even if reopened later. Final: creation to last resolve only when currently resolved. Missing qualifying resolution stays explicit.
Mean among tickets qualifying under that definition (minutes)
Average selected numeric durations only.
Currently unresolved tickets
Count tickets left open by the alternating event sequence.
Tickets with at least one reopen (%)
Tickets with a reopen event / all tickets×100; not the number of reopen events divided by tickets.
Symbols and units
- a
- Tickets: ID, creation timestamp, ordered resolve@timestamp|reopen@timestamp events or none
- b
- As-of timestamp
- c
- Measured definition: first or final
Use the units shown. A list keeps the order in which you enter its values. The symbol ^ means “raised to the power of”.
Assumptions & limits
Assumptions & limits
- An explicit first-versus-final elapsed-calendar definition from supplied ordered events. It does not infer ticket state from free text or reproduce a vendor’s hidden reporting filters.
Are these inputs private?
These calculations run in your browser. A shared link contains the values you choose to share. Only questions submitted to the separate AI finder are sent to OpenAI.
Further reading
Zendesk: response metrics and business-hour definitions; this tool uses its displayed convention ↗
Background reading; this does not imply endorsement or independent review of SumFizz.