Understanding first reply time

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98 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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  • Sy Sussman
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    What happens with merged tickets? Example: a customer sends us a ticket (A) via email and then creates a second ticket (B) 5 minutes later for the same item. Two hours later we merge B into A and then reply to A. Is the average reply time:

    • 2 hours (B does not get counted because it moves from New to Closed and never gets a public reply)
    • 1 hour (A's FRT is 2 hours and B's FRT is 0 hours)
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  • Brett - Community Manager
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    Hey Sy,

    Since merged tickets are essentially just closed, as long as there as been no public comment, the First Reply Time would be NULL. This means it basically doesn't count against that First Reply Time metric.

    Let me know if that's now what you're looking for!

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  • Sy Sussman
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    Hi Brett. Not exactly what I'm looking for. I understand that the numerator would be 0 (no reply time). My question is whether the denominator would be 1 (it still counts as a ticket) or 0 (it's as if the ticket never existed). This is important for us to know as we look at average reply times across groups of tickets.

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  • Amy Dee
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    Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API. 

    For your example, ticket B would be one ticket with a null first reply time (and a 115-minute full resolution time), and ticket A would be one ticket with a 2 hour first reply time. By default, ticket B would not count in an average first reply metric, because null is not a valid value for calculations. Ticket B may still count for the denominator, though, because it is a unique ticket.

    You'll want to carefully consider your report and metric filters to account for edge cases like this. Perhaps you want to exclude all tickets with the closed_by_merge tag. That would keep ticket B out of your report, but it would still allow an un-merged ticket with no first reply time. Perhaps you want to limit your report to tickets with a valid first reply time, which would allow merged tickets as long as they had interaction before they were merged. The best option depends on your overall use case.

    I hope this helps! Happy reporting!

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