When is first reply time recorded in reporting? Follow

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6 comments

  • Avatar
    Daniel Petersson (Edited )

    If I would like to exclude tickets created by agents how would I do this?

    edit: What I actually want is a list over first reply time over the last week including:

    1. Only business hours
    2. All the user groups listed with their respective time in one list
    3. Excluded tickets created by our own agents
    4. My choice of channels


  • Avatar
    Keith @ Zendesk (Edited )

    Hey Daniel,

    While we don't do Report Creation, we do have a Reporting Resource that can start you on the path to getting these created including pre-made recipes.

    You'll want to start here:

    https://support.zendesk.com/hc/en-us/articles/203662376-Zendesk-Insights-resources-Professional-and-Enterprise-

    And we have First Reply Time recipes here:

    https://support.zendesk.com/hc/en-us/articles/208225158#First

    Let us know if you have any other questions and we'd be happy to assist.

    Thanks!

  • Avatar
    Nate Legakis

    Please add me to the list of Zendesk customers who would love to have the ability to exclude tickets created by agents.  The only work around this problem that I can think of right now is to have another agent reply to tickets that are created by agents not long after the ticket is created.  That should stop the FRT clock, right?

  • Avatar
    Diogo Maciel

    Hi Nate!

     

    Another option I can see for this is to add a tag condition to your SLA. By adding a "Tags: contains none of the following" condition to the SLA and having the agent creating the ticket add that tag to the ticket, the SLA will not fire one these tickets

     

    I hope this helps!

  • Avatar
    Vladan Jovic

    I have a basic question about the First reply SLA.
    Does it work on tickets created by agents https://cl.ly/s0dc or not https://cl.ly/s0d6?

    Thanks!

  • Avatar
    Jason Schaeffer

    Hi Vladan, 

     

    It does work for tickets created by agents, however if an agent creates a ticket the SLA for First Reply Time is always going to be met Immediately since they are creating a public comment which counts as First Reply. I can see why the article is a little confusing and will be flagging it to tweak the wording.

    Regards,

    Jason S.

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