Explore recipe: Reporting on first reply time

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61 Comments

  • Freshly

    Hi there,

    I'm wondering how to accommodate in Explore for cases where there ids an autoreply, which we have on our Text tickets - but it seems the First Reply Time metric considers the autoreply to be a reply and sets the First Reply Time as basically 0.

    In Gooddata, there was a way to create a new metric to accommodate this issue, but I'm not sure how to accommodate for it in Explore.

    All my best,

    Colin

    2
  • Graeme Carmichael
    Community Moderator

    Olivia

    It is a whole new approach in Explore. So rather than recreate the formula, you need to use a few screens.

    In Explore you can create custom attributes. This approach was not available in Insights but is a good way of creating brackets of metrics such as your first reply time under 24 hours. If you look under Rows, you will see some brackets that Zendesk have created.

    You can create your own custom brackets. But ensure that all tickets are included an follow something like this:

    Use D_COUNT(Tickets) as your metric.

    To display percentages rather than a total ticket count, go to Result Manipulation>Result Path Calculation:

    To give something like:

    1
  • Stephen Belleau

    Anata - I'm struggling to think of a good reporting solution, but maybe others can chime in. Meanwhile you could consider a process change. If the purpose of your macro is simply to notify that you are starting work, perhaps your macro could simply add a tag, which then triggers the notification without adding a public comment. Would that work, or do you typically need to customize that response as well? 

    1
  • Chris Bulin
    Community Moderator

    Anata I think what you're looking for is Next Reply Time, but that's not yet available in Explore. https://support.zendesk.com/hc/en-us/community/posts/360046850613/comments/1500000066801 

    1
  • Graeme Carmichael
    Community Moderator

    Marion

    First reply time is based on calendar hours and so includes your non business hours including weekends.

    However, if you search for 'business' you will find similar metrics that respect your business hours set in Support.

     

    You can find out more about business hours here

    1
  • Chris Bulin
    Community Moderator

    I agree Kristin, that the tag/trigger mechanism is not great. Potentially you could have it split by groups, but that's also difficult in very similar ways. 

    On the Created vs. Solved debate, for us it came down to was 'what philosophy do we want to use to consider how our folks were working?' Created tickets told us more about our users than our agents when it was placed in context of our work, so we generally stick to Solved tickets unless there is a compelling reason not to. I would say if it makes more sense for your workflows, then use Created. It will still capture the Solved/no Reply, it's just a matter of being consistent. It's when you use a blend that you have to be careful about how you compare across various queries. 

    1
  • Chris Bulin
    Community Moderator

    Hi Kevin Bishop, Frist Reply Time has two version in the Support:Tickets dataset. One is for Calendar Hrs and the other is for Business Hrs (as seen below), so as long as you have a schedule set, you can select Business Hrs and it will apply as such.

    The other option would be to add the Ticket Created - Hour attribute as a filter and just filter to the hours of operation for your business.

    1
  • Ziv Levin

    Hi Zendesk,

    I'm trying to create a report with first reply time based on groups.

    the issue is that ticket group attribute shows the current group and not the group when the first reply was sent.

    I tried to create event based on first reply time but it seems not working,

    any help would be appreciated. 

    1
  • Freshly

    Hi Ricardo,

    Thanks... very much appreciated!

    All my best,

    Colin

    0
  • Olivia Bonaccorso

    Hi team

    Can't figure out how to recreate this one from Insights into Explore (the syntax isnt the same it seems)?


    CSM - First Response time (<24 hrs) % of tickets that were responded to within 24h after creation

    SELECT (SELECT # Tickets WHERE (SELECT SUM (First reply time in minutes/60) BY Ticket Id) <= 24)/# Tickets
     
    Thanks for the help!
    0
  • Stephen Belleau

    Ricardo - I'm looking to add First Reply Time to a report using the Ticket Updates dataset. I'm confused why this metric isn't available here as well, since it really is a metric based on a ticket update. Can this be replicated with a custom metric? 

    0
  • Ellen Livengood

    Can someone help me figure out how to report on "first reply time (hrs)" for end users? 

    Our scenario - we use Zendesk for 2-way ticketing. So we open outreach tickets on our partner end-users' behalf and set them initially to Pending. We would like to be able to report on the average first response from the end-user after the ticket is created. Is there a way to do that?

    I do have a query that looks at "time in Pending" which is sort of a proxy for this, but not exactly what we want. Thanks!

    0
  • Ellen Livengood

    Graeme Carmichael thanks for the tip about creating a calculated attribute - however, I am getting this error, can you help?:

     

    0
  • Ricardo
    Zendesk Community Team

    Hello Stephen Belleau.

    The First reply time is a native metric specifically calculated in the backend and sent through the API (see Ticket Metrics). The Updates dataset includes the timestamp of every reply, so it can be used to see for example comments overtime when they happen.
     
    Basically, those are two different approaches. Unfortunately, it is not possible the FRT can not be replicated with a custom metric in the Updates dataset.
    0
  • Nathania Ramos

    Hello!

    I am having the exact same problem that Colin Crowley had.

    We have a trigger that notifies the target with a public comment as soon as they get in touch with us, a sort of  welcome message.

    However, this causes the FRT of the channel to be 0, since this first comment is instantaneous. Is there a way for me to "ignore" this first comment when calculating the metric?

    Thank you!

    0
  • Ricardo
    Zendesk Community Team

    Hello, Brent,

    When you are on step 8, under Columns, if you type ticket created you can see a list of attributes you can use:

    Hope it helps.

    0
  • Tessa

    Hello, 

    I am fairly new to the Explore reporting and need to set the first reply time for 2 different business hours - weekdays and weekends, since the start and end of shifts are different. This will be temporary only and I will probably need to change it back when needed, to what it currently is. 

    For example, if the weekdays are from 6am - 9:30 pm and weekends, 9am - 6pm.

    The report currently only looks at the 6am - 9:30pm, which means we are "missing" that first reply time over weekends.

    Is it possible and can this on one report or will it have to be separate?

    Looking forward to your assistance and guidance.

    Thanks

    Tess

     

    0
  • Karolina

    Kristin Bouveng using average for both 

    0
  • Kristin Bouveng

    Karolina

    Are you using Median? If so, switch to Average - that should probably fix it.

    0
  • Ricardo
    Zendesk Community Team

    Hello Grete Andersson. No, that was a mistake. Thanks for raising it. I fixed the article.

    To answer your question, you can use the date ticket was solved or the date the ticket was created. There isn't a date event that gives you the date a first reply time happened so you need to choose another. In the article I used Ticket solved but you can use any date event.

    0
  • Ellen Livengood

    On-hold status is not what I mean - I literally just want to report on how long it takes for the partner to respond to the ticket. Not how long it is in Pending/On-Hold state overall. In other words: Ticket gets created, how long does it take to see a first response from an end-user.

    0
  • Ilaria

    Hello! Sorry but I'm quite new to creating reports in Explore and I can't understand something:

    in the Reporting Overview in Zendesk, it's shown that the first reply time (average) in the past 30 days is 582 hours for us, and I know that this is calendar hours. But when I create a report in Explore, it shows that the first reply time instead is 156 hours. How come such a difference? 
    In the metrics I chose Duration between events - Calendar hours (hrs) > First reply time (hrs), then I set AVG. And I didn't add anything in the rows. Then, in the Filters, I chose Time - Ticket Created > Ticket Created - Week of year and in the time range I chose the last 30 days. (I chose the filter "Ticket created" because I want to report on tickets that were created in the past 30 days, not solved, because I also wanted to include tickets that for the time being we've processed as Pending or Open)
    I'm struggling to understand what criteria are applied in the Reporting Overview to show such a high number of hours. Maybe it doesn't consider the tickets Created in the past 30 days but the tickets Solved? We are working on a backlog of tickets that have been waiting for months for a first reply, so maybe that's the reason? Thanks for your help!

    0
  • Ricardo
    Zendesk Community Team

    Hello Colin!

    Do you think you could expand a little bit more on your use case? When you say autoreply, are you referring to notifications sent by triggers? Because those should not stop the FRT from going on.

     

    Ziv Levin it looks like you already have a ticket open with us and my colleague will get back to you on this asap.

    0
  • Anata

    Hi 

    We use Macro to send a first response to a customer notifying him that we have started to work on the ticket. 

    this is a public comment and I am tagging the ticket as well but how can I calculate the real first reply to the customer if a ticket is tagged with macro ? 

    Thanks 
    Anat

    0
  • Graeme Carmichael
    Community Moderator

    Ellen

    I recommend you look at the On Hold status. That is intended to capture the time a ticket is with a partner organisation,

    0
  • Grete Andersson

    Hi, 

    Is this really correct in this recipe?  To choose Ticket Solved and it will look at the date ticket was created? 

    If I want to look att first reply time of any choosen channel by date. Do I use Ticket Solved or Ticket Created? 

     

    0
  • Drey Tee

    Looks good if agents are assignees before answer and ticket gets attached to the agent until Solved.
    Otherwise (we have  few agents who answer tickets freely on their shifts and by the time reporte generated assignee can be Agent#1, but first reply time was big and Updater was Agent#2.
    How can I get a report with First reply time values by real updaters of these first replies?
    Tried to use different datasets:
    Tickets: don't have 'Updater' field,
    SLAs: don't have 'Updater' field,
    Ticket Updates: doesn't have 'First reply time' field.

    Please advise.

    0
  • Chris Bulin
    Community Moderator

    Hi Kristin Bouveng thanks for the great questions.

    On 1. One of the ways that first reply time can be recorded for a ticket is for it to be solved without a public reply. That is why you would want to consider using Tickets Solved over Tickets Created. 

    2. The way that Explore currently works, the metrics you want have to be available in the dataset you're using. In the case of FRT, that information is only in Support: Tickets while Agent Updates are in Support: Ticket Updates. Sadly there's no way to combine those options right now. There is a thread about allowing that kind of relationship in Explore Feedback though.

    You could potentially have a trigger that adds a tag with the assignee name on the first public reply of a ticket, that would give you a proxy for finding that information in Support: Tickets.

    0
  • Matt Foley

    Hello All,

    My Dashboard has a First Reply Time and Full Resolution Time component.

    MED First Reply time - Business - mins
    MED Full Resolution Time - Business - mins

    Recently I have been noticing that the First Reply Time metric has been exceeding the Full Resolution Time of our tickets - which is pretty confusing.

    When I click on Exclude Filters for both, nothing is checked. Can someone recommend a fix?

    0
  • Brandon Tidd
    Community Moderator

    Hi Ilaria -

    Thanks for writing in - my suggestion would be to leverage the filter - Ticket Created - Date (opposed to week of year).  Hope this helps!

    Brandon Tidd
    729 Solutions

    0

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