Explore recipe: Reporting on first reply time

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40 Comments

  • Gab Guinto
    Zendesk Customer Care
    Hi Joe,
     
    You can create a custom metric that will calculate the difference between the values from the default metrics First assignment time and First reply time. Example:
    VALUE(First reply time (min))-VALUE(First assignment time (min))
    This should return the number of minutes from when the ticket was first assigned to the time the first agent response was posted.
     
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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Tammas Ryan -

    In this case, you'll want to use a tag to help isolate the tickets.  Let's call this tag 'proactive.'
    You would start by adding this tag to any proactively created tickets (via a macro or trigger).

    For your standard SLA policy, you would condition Tags Contains none of the following: proactive. Then report on FRT as normal.

    For the proactive tickets, you would need to create a second SLA policy that looks for that tag, and leverages one of the other SLA metrics such as "Next Reply Time" or "Requester Wait Time."  From there, you could easily report on this metric on its own or overall SLA achievement.  You could also use a custom result metric calculation to average the two numbers together.

    Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Jason McLean, you should be able to get the report you're looking for with the following setup:

    1. In the Metrics panel, expand Duration between events - Calendar hours (hrs) and add First reply time (hrs).
    2. In the Rows panel, add Ticket created - Month.
    3. In the Filters panel, add Ticket created - Day of week.
    4. Click the filter you just added and select only Saturday and Sunday.
    1
  • 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.

    1
  • Stephen Belleau
    Community Moderator

    @... - 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? 

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Joe,
     
    There's a default metric for First reply time in business hours which you can reference in your custom metric formula, but I'm afraid the metric First assignment time is only measured in calendar hours, so it wouldn't be possible to get accurate results that takes into account your business hours. 
    1
  • 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 

    1
  • 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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  • Giuseppe
    Zendesk Customer Care

    Hi Prakriti,

     

    The native First Reply Time only calculates the time between ticket creation and the first reply, so it may not be possible to use it to get a First Reply Time from another group. By default, there is no way to track second or third reply time - Is it possible to track 2nd or 3rd reply time in Explore?

     

    This has also been raised as a feature request. I recommend voting/replying to this thread to gain traction - Calculating First Update Time after ticket was re-assigned to another group Follow

    This might require custom metrics/attributes to create, but I recommend checking Time Tracking App to see if it will fit your needs. Here are some resources:

     

    Setting up the Time Tracking app

    Time Tracking app: metrics you need to be measuring

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  • Joe Keville

    Hi, 

    We use the assign function to distribute tickets.

    I want to be able to measure our agents first reply time from when we assign the ticket to them rather than when the ticket was first created.

    Example if a ticket comes in at 12pm and we assign the ticket to the agent at 1pm and the agent responds at 2pm the first reply time should be measurable as 1 hour even though the customer has been waiting officially 2 hours for a first reply.

    Is there something I can use to show this ?

    Thanks

    Joe 

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  • Cheeny Aban
    Zendesk Customer Care

    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.

     

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  • Kristin Bouveng

    @...

    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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  • 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

    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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  • 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.

    0
  • Cheeny Aban
    Zendesk Customer Care

    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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  • Miller & Long Co., Inc.

    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? 

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @...,

    If you have tickets being solved (or auto-solved) without a public reply - those tickets would trend full resolution time down without impacting first reply time.  I'd look at the metric # of tickets crossed by the attribute "Agent Replies."  Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Tammas Ryan

    We use ZD for 2 way ticketing and it is making calculating FRT accurately hard. Can someone help me devise a query to cover our 2 scenarios? 

    1: Ticket submitted by End User which we reply to (this is easy to track in Explore) 

    2: We send an outbound ticket to a User and mark it Solved or Pending (depending on the scenario). User replies back to that ticket some amount of time after that (could be days or weeks). We then reply back to the Users Reply. -- This scenario confuses the FRT report as it tracks Ticket creation time to the Reply time whereas we just want to know how long after the User emails us it takes us to get back to them. 

     

    Thanks for your help!

    Tam

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  • Karolina

    Hi, we currently measure out first response time as well as full resolution time. Over the recent weeks, it seems that the full resolution time is shorter than the first response time. Any ideas why this might be the case?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... -

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

    Brandon Tidd
    729 Solutions

    0
  • Ellen Livengood

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

     

    0
  • Customer Support Manager

    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

    0
  • Prakriti

    Hi there,

    I am trying to report on the first reply time. How can we calculate it if the same ticket gets assigned to Tier 2 and I would like to calculate the time they took to respond to the ticket vs the initial first reply from the Tier 1 group?

    Thank you,

    Prakriti

    0
  • Melyssa Furt

    What's the difference between using Tickets solved -  Week of year vs. Ticket Created - Week of year. What does week of year mean? Is there a list somewhere defining in detail the attributes?  

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  • Karolina

    @... using average for both 

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  • Customer Support Lead

    • 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?

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Melyssa Furt

    Tickets Solved is going to filter or chart based on when the tickets were moved to a solved status, vs Ticket Created which looks at when the tickets were created originally.  In either case, week of year refers to the numeric value corresponding to the week of the year (with the first week of the year being represented by the number 1, and the last week of the year being represented by 52*).

    So, if I created a new request the 1st week of the year and it was solved 2 weeks later, Ticket Created - Week of Year would be 1 and Ticket Solved - Week of Year would be 3*.

    * Note - If the end of the year falls in the middle of the week, it is possible to see week 53. 
    * Note - If a ticket is reopened and re-solved, the solved date will move to the more recent date

    More Information can be found here and here.

    Hope this helps!

    Brandon

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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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  • 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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