Explore recipe: How to report on first reply time in Zendesk

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

This recipe shows you how to report on the median 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

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Duration between events - Calendar hours (min) > First reply time (min), then click Apply.
   Tip: If you want to see first reply time in business hours only, select the Duration between events - Business hours (min) > First reply time - Business hours (min) metric instead.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
8. Click the attribute you just added, then click Edit date ranges.
9. On the Date range page, select Last week, then click Apply.
10. Click the Visualization type menu () and select Column.

Tip: This report looks at the date the ticket was solved, but you can use any other date event.