Explore recipe: Reporting on first reply time

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56 Comments

  • 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

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  • 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!

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • 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? 

     

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  • 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.

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  • 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!
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  • 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:

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  • 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!

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  • 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,

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  • 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.

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  • Graeme Carmichael
    Community Moderator

    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.

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  • 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

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  • 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? 

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  • 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 

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  • Anata

    Hi 

    Thanks Stephen Belleau & Chris Bulin 

    Anat

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  • Kevin Bishop

    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.

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  • 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.

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  • Ellen Livengood

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

     

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  • Graeme Carmichael
    Community Moderator

    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. 

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  • Michael

    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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  • 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?

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  • Brandon Tidd
    Community Moderator

    Hi Matt Foley -

    Try switching to AVG instead of MED to get the Average opposed to the Median.

    Brandon Tidd
    729 Solutions

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  • 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.

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  • Matt Foley

    Per your recommendation I updated the metrics to average but now I have 3 different reports using the same metrics with different results -

     

    Using the exact same metrics

    First Reply Time - Business Minutes - AVG
    Full Resolution Time - Business Minutes - AVG

     

     

     

    -1
  • Kristin Bouveng

    Matt Foley

    Although you are using the same metrics, the displayed values work a little different when you have an aggregation of AVG data (like you have in the last table).

    The top 2 reports you've displayed are showing the average of ALL tickets, so e.g. Full Resolution time per ticket, divided by number of tickets.

    Whereas the bottom report is showing an Average of the already "averaged" values - so it's the Full Resolution Time per Client Class, divided by number of Client Classes.

    That will naturally give you different averages.

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  • Ana Loyola

    • We want to get data with the following settings:
      • based on Tickets that are updated on a Weekly basis (Filter: Ticket updated - Date)
        • Example: We want data only for April 23-29, 2021
      • per Ticket Group (Japan, Korea, Turkey, etc.)
      • with any ticket created within 2021 (Filter: Ticket created - Date)
        • Example: All tickets created within 2021, from January 1, 2021 onwards
      • Ticket status does not matter, they can be New, Open, Pending, On-Hold or Solved

    Is the query used applicable based on the requirements we want?

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