When is first reply time recorded in reporting?

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28 Comments

  • Daniel Petersson
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    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


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  • Keith @ Zendesk
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    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!

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  • Nate Legakis
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    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?

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  • Diogo Maciel
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    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!

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  • Vladan Jovic
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    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!

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  • Jason Schaeffer
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    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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  • Vladan Jovic
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    Hey Jason, any updates? I still can see that text and the thing is not quite clear to me :/ 

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  • Nicole - Community Manager
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    Hey Vladan -

    I'm not sure what happened before, but I'll reach out to the publishers again to get this corrected. Thanks for following up!

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  • Rachel A
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    Hey Vladan. 

    Happy to clarify here, as First Reply Time behaves a little differently for SLA's and Reporting 

    If a ticket is created by an agent then the First Reply Time part of the SLA will not be applied to the ticket, as per the little pop-up that you included in your last message.

    That same ticket will be able to have a First Reply Time in reporting though - The first reply time on an agent-created ticket is measured as the time it takes between the original proactive message from the agent, and then the agent's next public comment on that ticket.

    I have included 2 diagrams below to hopefully make First Reply Time's behaviour a little clearer.

    I'm going to have the article here updated to make it more clear :) 

    Update: I have edited the article now - Hopefully its more clear

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  • Vladan Jovic
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    Hey Rachel, thank you! That solved mystery to me. :)

    If I can just one additional question regarding https://cl.ly/388ab129c831

    what happens if the requester is admin/agent as well (I mean on conversations inside a team)?

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  • Benjamin Koehler
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    Hi Vladan, The same behavior will take place, even if the agent or admin is the requester on the ticket: first reply time will be met immediately.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

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  • Vladan Jovic
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    Thank you, Ben, this really helps! 

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  • Benjamin Koehler
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    Hi Vladan, Sorry, I was mistaken in the comment above. That answer applies to SLAs, but not to the First Reply Metric in Insights. A teammate enlightened me on this difference, and I was able to confirm with some tests in my account. 

    When a ticket is created by an agent, the First Reply Time clock will stop when the second public agent comment is made. This still applies when the requester is set as an agent or admin.

    Hope that helps clarify! 

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  • Vladan Jovic
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    Hey Ben, thank you for check into this, really appreciate that! 
    So if I understand well, if the second public comment was made by the requester (which is an agent at the same time) FRT clock will stop? That doesn't make too much sense to me, but it's just important to know how does it work. :) 

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  • Benjamin Koehler
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    Hi Vladan, I can see how it may not feel 

    Insights doesn't see the role of the requester when calculating the First Reply Time. So, the clock will stop even if the next public comment within the ticket is from the requesting agent.

    First Reply Time is counted as the time between the first public comment on the ticket, and the next public agent comment after that initial comment.

     

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  • Christopher C.
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    Hello,

    I am trying to calculate my first reply time, but I want to limit it to tickets coming only from customers and not from agents sending customers emails. Currently the first reply time metric is calculating both front office agents answering customer emails (which is correct) but then it is also counting backoffice emails sent to customers (which should not be counted). I tried filtering using the "User Role is end-user" but it is still counting my backoffice emails. How can I limit it to ONLY emails or calls from customers?

     

    Chris

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  • Dan Cooper
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    Hi Christopher, 

    You could potentially do this by applying a tag to incoming tickets from customer.  A trigger could be used to apply a tag to any ticket that comes in through your customer channels. This way you'd have an easy way to filter out customer tickets over back office ones.  The ability to add a custom trigger is dependent on your plan, but you could also flip this around by having back office agents add a tag as they work a ticket to filter them out.  This is more manual, but it would give you a hook in reporting to make this type of report easier. 

    You also have tons of other options to add metadata to your tickets to help divide them up.  Adding groups, custom fields, forms, or organizations could allow for you to slice these tickets out in all sorts of ways. 

    Since this doesn't fix historical data, you could also try doing something like looking for tickets that were sent by email (versus web which would include tickets built in Zendesk) and if your customers are at a different domain than you - you could use the Requester Domain attribute to help slice those tickets out as well to help you define the source of where your tickets came from (although this won't work if your team is setting a customer as the requester versus themselves).  

    I hope this gives you some ideas for your reports!

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  • Fernando Duarte
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    Hi Chris,

    What submitter are you using to create the backoffice emails sent to customers?  Can you filter by submitter rather than requester?

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  • Jessie Schutz
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    I'm glad we were able to help, Christopher! Let us know if you need anything else.

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  • Kellie Smith
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    Hi,

    Are phone calls included in the First Reply Time metric since they do not have a public comment usually?

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  • Brett - Community Manager
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    Hey Kellie,

    If an agent works with a customer through a phone call and then immediately solves the ticket without a public comment then the FRT for that ticket will be NULL. The only way to stop the FRT on a ticket is to post a public comment after ticket creation.

    If you'd like to exclude Talk tickets from your FRT reporting you can always use Insights to exclude the **voice** channel by applying the **Ticket via** attribute. Screenshot below:

    Let us know if you have any other questions :) 

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  • Andrew Moskowitz
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    Two questions on this:

    1) Is there a way to see what the reply time was on an individual ticket?

    2) If we have a trigger set up to autoreply to users and close the ticket, then the user replies to that autoresponse, and then we reply, is our first reply time based off of their initial message to our reply?

    Thanks!

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  • Brett - Community Manager
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    Hi Andrew,

    1. You should see a timestamp directly within the ticket next to the comment update. You can also take a look at the ticket events for more information on changes made within the ticket: Viewing all events of a ticket

    2. First reply time will calculate the time from when the ticket was created to the first public response sent out from the agent. See How first reply time is calculated for more information.

    Let me know if you have any other questions :)

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  • Christopher C.
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    Hello,

    I want to measure the measure the time from when the ticket was initially assigned to when the agent responded to the customer. But I want it to stick to the agent who first answered the ticket. The issue is that my tickets are touched by multiple agents and it will assign the First Reply Time to the agent that the ticket is currently assigned to.. which is not correct. I have had luck locking metrics to a whoever solved a ticket with the ticket assignee (historic) but it is grayed out. Any help would be greatly appreciated.

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  • Madison Davis
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    Hi Christopher! It sounds like what you're looking to measure is going to require a custom metric - first, to look at the timestamp of the ticket assignment, and then to look at the timestamp of the agent's comment. Finally, you'll look at the amount of time between the two events. I recommend checking out this Insights recipe, which will help walk you through creation of those metrics and then how to find the duration between them. I hope that helps, but let us know if you run into any trouble!

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  • Christopher C.
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    Thank you for the quick response Madison!

    I am still having some issues though. It appears to work if the agent who first responded happens to still be the ticket assignee. Depending on the ticket reason the ticket can be passed between multiple agents. How do I lock the ticket assignee to the agent who first responded to the ticket?

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  • Susana Zambrana
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    Hi! How is FRT calculated for a support ticket when an agent does not publicly reply? For example, advertisements that we don't necessarily want to mark as spam but we don't want to send them a reply either?
    Thanks in advance.

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  • Devan - Community Manager
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    Hello Susana,

    FTR wouldn't be calculated but instead, remain null. So there is no worry of SPAM being hit with a reply as you described.

    Best regards!

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