Explore recipe: Reporting on first reply time

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  • Tessa


    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.




  • Raylene

    Thank you for spelling this out. If I do not have an enterprise plan, it means I cannot set my business hours. When I create this report using AVG first reply time for business then the same without business the output is different. How is the query calculating business hours if I have not yet set those up? 

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Raylene,

    I highly suggest that you check your account in Support>Settings>Schedules and verify if there is a schedule set-up to verify if there are no schedules that might have been set up previously. Further, you may also contact our Customer Support to take a deeper look at your report.


  • Oscar Maynard

    Hi, is it not possible to track first reply time for social media (Facebook/Instagram/Twitter private messages)? Is there a similar stat you'd recommend? We usually track first reply and full resolution across all channels. 

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Oscar,

    As of the moment, there is no option to track First Reply Time for social messaging tickets. However, there is an active community feedback post related to this functionality. You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.



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