This recipe shows you how to report on the average first reply time in minutes for tickets solved each day of the previous week.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Duration between events - Calendar hours (min) > First reply time (min), then click Apply.
- Click the metric you just added, select AVG as the aggregator of this metric, then click Apply (see Changing the metric aggregator).
- In the Rows panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply.
- In the Filters panel, click Add.
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Week of year, then click Apply.
- Click the filter you just added followed, then click Edit date ranges.
- On the Date range page, select Last week, then click Apply.
This query looks at the date the ticket was solved, but you can use any other date event.
You can now change the chart type to something that suits better your data (see Visualization types reference). A column chart works well.
50 Comments
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
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!
Hey Nathania,
The first reply time metric will only look at the first public response from an agent on the ticket. This shouldn't take into account an automatic response sent to the user once the ticket has been created. How exactly are you notifying users with a public comment? Unfortunately there's no way to change this functionality so you'd most likely need to instead report on first assignment time or requester wait time.
Let me know if you have any other questions!
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?
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.
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
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:
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!
Ellen
I recommend you look at the On Hold status. That is intended to capture the time a ticket is with a partner organisation,
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.
Ellen
If you create a new standard metric with the MIN aggregate:
IF (
[Comment present] = TRUE AND
[Updater role] = "End-user" AND
[Update - Timestamp] !=[Ticket created - Timestamp]
)
THEN
DATE_DIFF([Update - Timestamp],[Ticket created - Timestamp],"nb_of_seconds")/60/60
ENDIF
That will calculate the first comment time in hours by an end user excluding the time the end user creates an initial comment.
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
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?
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
Hi
Thanks Stephen Belleau & Chris Bulin
Anat
Hi, I'm curious if there is a way to exclude any tickets opened outside of business hours from this report? Sorry if this question was asked, I reviewed any didn't see it in here. Thanks in advance.
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.
Graeme Carmichael thanks for the tip about creating a calculated attribute - however, I am getting this error, can you help?:
Ellen
Just going by the mixed colours in your screenshot, it looks like the field names are not corrupt. Replace the items in square brackets, like [Comment Present], using the ‘select a field’ drop down menu.
Also, check the “Compute separately“ check box before saving.
So I have been trying to create a report that displays the First Reply Time broken down by:
% 1-10 min
% 11-20 min
% 21-30 min
% 31 minutes to 1 hour
% 1-4 hours
% 4-8 hours
% 8-23 hours
% 24 hours plus
Then it would be stacked in columns by the week of the year with the totals equaling 100% of tickets for that week. (each stack would contain the time of first reply) It would look something like this:
My questions are, am I using the right Metric to begin with. I would think I need something so on my Y axis it is a percentage leading up to 100%.
For Rows I took the First Reply Time Bracket and changed it to have the breakdown of times I needed. Then I had to clone it to organize the times in the right order within it.
This chart just does not look accurate so any help would be appreciated.
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