Question
Is it possible to report on next and subsequent reply time in Insights?
Answer
Next and subsequent reply time are not possible to track in Insights and therefore prebuilt metrics for it do not exist.
Zendesk calculates first reply and full resolution times, but does not calculate ongoing reply times. Insights can get the first or last reply time (using SELECT MIN and SELECT MAX), but it is not possible to find the third reply, and so on.
However, a workaround option is to create an SLA policy with a next reply time target for your tickets. For details, see Defining and using SLA policies (Professional and Enterprise).You can then report on the amount time the target was active on a ticket.
Comments
5 comments
Is there anything in the works or another workaround that might help measure the reply times? We would like to first find out what our teams avg reply times to open ticket from our customers before we make any SLA commitments or hold any member accountable for their response time.
Hi Bobby!
You can track first reply time in Insights, if you're on Professional or Enterprise! We have an article about how that works in Insights here.
Hi Jessie,
Thanks for the reply. I think I might have asked incorrectly. I meant in terms of average reply time for any replies on a ticket. This is a follow-up question to Rebecca's answer for subsequent reply times.
We'd liked to get an avg reply time for the lifespan of the ticket, not just the first reply time.
Hey Bobby!
Sorry for the misunderstanding. Let me see if I can find someone to answer this for you.
This may be possible by dividing the total Agent wait time in minutes by # Replies
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