Reporting on next and subsequent reply times

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  • Bobby Quezada

    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. 

  • Jessie Schutz
    Zendesk team member

    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.

  • Bobby Quezada

    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. 

  • Jessie Schutz
    Zendesk team member

    Hey Bobby! 

    Sorry for the misunderstanding. Let me see if I can find someone to answer this for you.

  • Fernando Duarte

    This may be possible by dividing the total Agent wait time in minutes by # Replies

  • Olivier Pascal Netatmo


    I need to know very simply how to get the time reply for new tickets and for open agent and by group for each previous week

    Thank you

  • Mario Guisado

    I'm in the same boat, looking for a way to measure average reply times across a whole interaction - like said above - don't want to set SLA's yet.


  • Brett - Community Manager
    Zendesk Community Team

    Hey Mario,

    If you're looking to track this information outside SLA's then I would recommend looking into the Time Tracking app in our App Marketplace. You'll then need to use Insights to create some custom metrics as mentioned in our Time Tracking recipe: The metrics you need to be measuring .

    I would also recommend taking a look at our Insights Metric Reference to see a full list of available metrics as well as what data they capture.

    Hopefully this helps you get the information you're looking for.


  • Scott Hartman

    The original "Answer" says you can get last reply time by switching MIN to MAX, however, the underlying Fact for FRT is "First reply time in minutes" which provides no MAQL definition.

    How can we pull last reply time?

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Scott -

    You might want to cross-post that question in the community for more visibility:

    Insights and Reporting Q&A

  • Scott Hartman

    The original post literally states that "Insights can get the first or last reply time (using SELECT MIN and SELECT MAX)". I am asking you to elaborate on the MAQL formula for last reply time. I am not interested in opening a discussion in the community.

  • Amy Dee

    Hi Scott! The default first reply time is calculated by Zendesk and passed to Insights as a simple number. Insights stores those numbers in the First reply time in minutes and First reply time in minutes within business hours facts. They do not contain any additional information about the reply or how it was calculated. 

    It's also possible to capture custom durations with Insights. Insights can find the first or last time something happened by finding the lowest or highest timestamp for the associated update (SELECT MIN and SELECT MAX). These are not pre-built metrics, so you would need to define the events yourself in custom metrics. 

    We have a recipe for finding the event of the first reply: First reply by event (version 2). That shows the logic for using timestamps to find a first reply time.

    We also have recipes for finding the duration between two events using timestamps, which is a bit more open than the reply time recipe above. We also have a guide to using the events model in Insights, which could help you define different types of updates.

    This type of reporting can get very complicated very quickly. You could modify that first reply by event recipe to find the time between ticket creation to the last public agent comment instead of the first. Finding reply intervals is much more difficult; there is no quick or easy recipe to get those.

    If you're interested in ongoing reply intervals, SLAs are by far the simplest and most effective way to get them.

    I hope this helps! Happy reporting!

  • Scott Hartman

    Thank you for the references, Amy!

  • Matteo
    Zendesk Community Team

    Hi everyone,

    The article has been updated following Amy's latest suggestions, hope this helps!

    Happy reporting!

  • Jonna

    What does this part means:

    Insights can only find the first or last time something happened (using SELECT MIN or SELECT MAX with the timestamp), so it is not a good option for ongoing replies.

    Does it mean that if I would like to report periodic update (excluding tickets on-hold status), this is not a solution?

    Has anyone actually been able to find a way to use to report this?

    If I understand correctly, I'd need to create 3 metrics:
    1) Showing timestamp when ticket status changes from "pending" to "open"
    2) Showing timestamp when ticket status is "open" and public comment made by admin or an agent
    3) Metric showing a difference between these 2 timestamps

    But how I could include also tickets that are "open" and remain "open" despite we send an update to the customer?


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