Understanding first reply time (Professional and Enterprise)

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94 Comments

  • Nathan Alvarez
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    If an agent's tickets are primarily auto-generated and do not warrant a response, does marking the ticket as solved count against first reply time? Or is it simply the time it takes between receiving the ticket and closing the ticket that contributes to the first reply time metric?

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  • Brett - Community Manager
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    Hey Nathan,

    If an agent does not reply to a ticket before solving then the first reply time for that ticket would be a null value. This should not count towards your overall first reply time metric.

    Let me know if you see any wonkiness on your end and we can take a look.

    Cheers!

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  • Nathan Alvarez
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    Hey Brett,

    One of our agents' first reply time is well over 200 hours but we can't figure out why. Can you take a look? I've enabled account assumption. His name is Travis.

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  • Brett - Community Manager
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    Hey Nathan,

    I'll create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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