Legacy Mailbox API 1.0 is deprecated

Legacy Mailbox API 1.0 was deprecated on November 20, 2019. Please use Mailbox API 2.0 going forward. If you have any questions or need help with the new API, please reach out.

Resolution Time

  • REST Method: GET
  • URLs: https://api.helpscout.net/v1/reports/productivity/resolution-time.json

This report provides average resolution times for each period in a specified time range. You may optionally specify two time ranges to see how average resolution time changed between the two ranges.

URL Parameters

A variety of filters are available as query parameters. Including any of these will result in only conversations that match the filters being included in the report.

Parameter Type Required Notes Example
start Date/Time Yes ISO 8601, in UTC 2015-01-01T00:00:00Z
end Date/Time Yes ISO 8601, in UTC 2015-01-31T23:59:59Z
previousStart Date/Time No ISO 8601, in UTC 2014-01-01T00:00:00Z
previousEnd Date/Time No ISO 8601, in UTC 2014-01-31T23:59:59Z
mailboxes list of mailbox identifiers No   1,2,3
tags list of tag identifiers No   1,2,3
types list of conversation types No Valid values are:
  • email
  • chat
  • phone
 email,chat
folders list of folder identifiers No   1,2,3
officeHours Boolean (0/1) No Whether to take office hours into consideration in the report (defaults to 0); office hours must be enabled if 1 is passed, otherwise the default of 0 will be used true
viewBy String No Represents the resolution at which data is returned; valid values are:
  • day (only allowed if time range is <= 120 days)
  • week (only allowed if time range is <= 1 year)
  • month (only allowed if time range is >= 61 days)
 week

Response

Response Name Type Notes
Header Status Int 200
Body previous Collection Contains data points describing the average resolution time for the previous time range; each data point contains these fields:
  • date: the beginning date represented by this data point
  • time: the average resolution time (in seconds) from date until the duration specified by viewBy
Only included if a previous time range was specified
  current Collection Contains data points describing the average resolution time for the current time range; each data point contains these fields:
  • date: the beginning date represented by this data point
  • time: the average average resolution time (in seconds) from date until the duration specified by viewBy

Example Response

{
  "previous": [
    {
      "time": 168239.37716262977,
      "date": "2013-01-01T00:00:00Z"
    },
    ...
  ],
  "current": [
    {
      "time": 6531211.714285715,
      "date": "2014-01-01T00:00:00Z"
    },
    ...
  ]
}
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