Zendesk Ticket Metrics API

The Zendesk Ticket Metrics API lets you programmatically access the operational and SLA metrics that Zendesk calculates for each support ticket. It provides perticket summaries such as first reply time, full resolution time, requester and agent wait times, onhold time, number of replies and reopens, and key timestamps (for example, assigned and solved), often available in both calendar and business minutes.