When is first reply time recorded in reporting?

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  • Chris Stock
    Community Moderator

    When is the first reply time recorded in reporting for tickets created via Zendesk Chat?

  • Brett - Community Manager
    Zendesk Community Team

    Hey Chris,

    The first reply time is recorded in a similar fashion for Chat tickets. If you're using SLA's you can set those policies up so they aren't applied to Chat tickets if that's a concern. You can also exclude Chat tickets from your Explore/Insights reports so they're not interfering with your numbers.

    Let me know if you have any other questions for me!


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