Explore recipe: Reporting on first reply time

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  • Al Hopper

    What's the best way to convert the minute count to hours?

  • Ricardo
    Zendesk Community Team

    Hello, Al,

    You can use the metric First reply time (hrs) instead of the one written in the article.

    Hope that helps.

  • Khadeeja Ibrahim


    I can't seem to find an Explore recipe for next reply time. Can you share some insight on how to build a metric for it?

  • Brett - Community Manager
    Zendesk Community Team

    Hi Khadeeja,

    If there's no Explore recipe created for your use case, it may be beneficial to post in our Ask Us Anything about Explore Recipes - Tuesday, August 27 topic that we will be hosting tomorrow from 9 am to 11 am CDT. During this time, we will have a special guest team of experts who are available to answer your questions about setting up and troubleshooting your Explore recipes. Feel free to cross-post over there and we'll be sure to get your question answered during the AMA session.

    I'll also leave this question here in case someone else is able to jump in ahead of time and offer up some guidance.


  • Thais Starling

    "In Query Builder, under Metrics, add First Reply Time - min to the query." 

    Why is this field (First Reply Time - min) not available in my zendesk account?

    I just have the options in the picture below


  • Ricardo
    Zendesk Community Team

    Hello, Thais,

    It looks like you are in the wrong dataset. The metrics in your screenshot belong to Support: Ticket Updates. This query was built under the Support: Tickets dataset. Would you be able to give it a second try in the other dataset?

  • Marion Evrard

    Hello! sorry for the rookie question but I'm struggling a bit to understand how exactly this is calculated, and I mean does the 1st time reply take into account the business hours set on our Zendesk?

    Because what I need to know is the 1st time reply within the business hours. 

    If it takes into account the weekends and outside of working hours, it is not accurate and thus not very useful. 

    Is this possible? Can I find the information somewhere?


    Thank you :) 



  • Graeme Carmichael
    Community Moderator


    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

  • Marion Evrard

    Thanks Graeme!

  • Brent P

    What's the best way to edit this query so that the values displayed are in weeks or months and not days? I would like to see a trailing 7-days average of first response time.

  • 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.

  • Jarrell Anthony

    I've tried to make a report on the FRT brackets but according to the report, most of my agents aren't replying at all.

    I used the row attribute "agent" and filtered it by ticket created date - where am I going wrong?

  • 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? 

  • 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.
  • Wesley Kock

    Hello Ricardo


    I'm currently trying to build a query that reflects tickets with a follow-up.

    To give you a scenario;

    1) customer chats with one of our agents.

    2) Chat gets closed as normal

    3) Agent needs to follow-up and sends an email in the automatically created ticket.


    Now I want to pull a list of ALL tickets that have received such follow-up.

    However, when I use the following query it reflects also tickets that have been created by our agents and not only the automatically generated ones, please advise:

    Metric: AVG (First reply time hrs)

    Rows: Ticket ID

    Filter: First reply time Brackets


    Is there a way for this report to reflect as described above?


    Best regards,


  • Ricardo
    Zendesk Community Team

    Hello Wesley Kock

    I am assuming that when you say "tickets that have been created by our agents", you are referring to tickets created through the agent interface and not through chat. If that is the case, I think the easiest way to achieve what you are trying to build is by adding a filter in your query.

    Under Filters click Add and search for Ticket channel. Then click Excluded and select Chat:

    Hope it helps!

  • Rhiannan Hughes

    Hey Zendesk, 


    I am trying to build a report to show the % of first reply time for any given month. For example

    0-1 hours - 30%

    1 - 3 hours - 10%

    3 - 8 hours - 50%

    24 + hours - 10%

    Is this possible as I can only see the Sum, average, min, max, med, variance and std_dev



  • Ricardo
    Zendesk Community Team

    Hello Rhiannan Hughes

    Thanks for reaching out!

    FYI, there is a default query you can use and that may help you already. It is called Efficiency: Tickets by first reply time brackets [default]

    You can actually use that example to create a new query. For that, you will need a new custom attribute or you can use the existing one called First reply time brackets. In your case, the code would look something like:

    IF (VALUE(First reply time (min)) <= 60)
    THEN "0-1 hrs"
    ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*3)
    THEN "1-3 hrs"
    ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*8)
    THEN "3-8 hrs"
    ELIF (VALUE(First reply time (min)) > 60*24)
    THEN ">24 hrs"
    ELSE " No replies"

    Let me know if you have any questions!


  • Rhiannan Hughes

    Thanks Ricardo that has really helped :)


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