What happens in Explore if the first reply time is fulfilled outside of business hours?

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  • Rachel Johnsen

    Hi there, 


    We received a ticket outside of our business hours. An agent responded the next day, during business hours. The ticket still showed a first reply time of zero. Any idea why this could be? Thank you. 

  • Rachel Johnsen

    Additionally, how might those zeroes affect the Median first reply time that is calculated?

  • Hannah Meier
    Zendesk Team Member

    Hi Rachel,

    I'm going to pull this question into a ticket so I can look at some examples of this happening in your account. 

    You should see an email shortly with the ticket data.


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