When is first reply time recorded in reporting?

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36 Comments

  • Chris Stock
    Community Moderator

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

    0
  • Brett Bowser
    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!

    0
  • J BELL

    Hi,

    What happens if the customer comes through on messaging. I've found that the first reply counter does not stop as its not classed as a "First Reply" ie public comment

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi J Bell,

    This is a know limitation with the Messaging tickets. Since SLAs like First Reply Time will consider only email replies on the ticket. More information about messaging limitations can be found in Messaging reporting in Zendesk Agent Workspace

     

    -1
  • J BELL

    Second to email at 36%, messaging (35%) is the next most used form of communication from a customer. 

    What your saying is that Zendesk is unable to interact correctly (statistics or triggers) to the 2nd mostly used method of communication between the business and the customer.

    This would also indicate then that SLA's that use this information which is critical, will not be able to perform as expected.

    Is this correct?

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi J Bell,

    We understand your need for this functionality so I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

    0

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