Understanding ticket reply time

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56 Comments

  • Yannick Berkhout

    Hi Zendesk,

    We use ZD Explore reports to look into some metrics during evaluations with our customers. With one graphic we look into the First reply time. 

    I am quoting this article: "An agent creates a ticket.Timing starts when the ticket is created and ends at the agent's next public comment."

    This means that when we create a ticket, we depend on the reply time of the customer for this metric. Because logically, we reply after the customer replies. 

    Could you help me with setting up a custom attribute, which is in case of an agent creating a ticket, only starts counting after the first public reply of the customer?

    Thanks in advance :)

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  • Gab Guinto
    Zendesk Customer Care
    Hi Yannick,

    You can try building a custom attribute using the earliest date functions (Working with earliest and latest date functions). You can create a metric with the date_diff function to get the duration between ticket creation timestamp and that first end user reply timestamp, and then subtract that metric value from the ticket's first reply time. That should give you the from the end user's first comment and the agent's second public comment.
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  • Tendai Rioga

    Is there a way to create a report that can get timestamps on tickets when they are escalated from team to team ? 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Tendai,

    You may be able to achieve this through custom metrics and attributes. Here's a recipe that you can use as guide:  Tracking ticket assigns across groups. You can slice the data by Update - Timestamp, or you can create attributes using a similar that returns the Update - Date or Timestamp. 
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  • Luciano

    Hello ZendeskTeam, 
    Is there any way to set ticket time frames? 

    By this I mean that On-Hold and Pending tickets reappear as Open ticket to the assigned agent after a set time frame? 

    It happens that when there are many OnHold or Pending tickets, some go down. 

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  • Elaine
    Zendesk Customer Care

    Hi Luciano,

    It looks like you're trying to see the time a ticket spends on certain ticket statuses (On-hold, Pending, Open). You can use this Explore recipe: Reporting on the duration of fields - Calculating the average time a ticket is in each status through its lifecycle to track these timeframes.

    I hope this helps! Stay safe!

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  • Jen C.

    Hi Zendesk,

    This article states, "An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment."

    We are trying to track when an agent (requestor) from one team creates a ticket that is for another team to solve. Once the ticket is assigned to an agent from team and they respond via public comment, is "first to reply" tracking how long it took for the assigned agent to respond to the agent who created the ticket? 

    My specific team is fairly new to ZD so trying to build out our processes and reporting. Thank you!

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jen,

    In that scenario, the First reply time will be the duration between the first two agent comments. Note that Zendesk will record the FRT once a second public comment was added by an admin or an agent; if for some reason, the requester who is also an agent adds a second comment, then that will be considered the 'First reply'.
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  • Amos C

    I have omnichannel routing turned on and would love to track an FRT once a ticket has been assigned? Context for this is that we always have a backlog of emails, and sometimes emails won't get responded to until 24-48 hours later. However I want to track how long they sit in my analysts' open queue before they respond. Please let me know if this is possible or not

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  • Gab Guinto
    Zendesk Customer Care
    Hi Amos,

    You can try subtracting the value of First assignment time from the First reply time metric. This should give you the duration from initial assignment to the first response from the agent. 
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  • MuseScore Support

    Hi experts. I have a question: can an auto-reply work as the first public agent comment? 

    We have a trigger which sends auto-replies to specific type of tickets. I am curious if we add an action to the trigger to Solve tickets after sending the auto-reply, will this affect the first reply time metric. 

    Thanks. 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi MuseScore Support welcome to our Community! :) 

    The First reply time metric is calculated from the time between when a ticket was created to the time the first public comment is sent from an agent profile. Trigger notifications are not added as comments to the ticket so they should not affect your FRT. 

    I hope this clarifies your concern! :) 

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  • Magan Bhandari

    How can I create  a query for first resolution date in zendesk.

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  • Zsa Trias
    Zendesk Customer Care

    Hello Magan,

    I have found this recipe that would allow you to create a "First reply date".

    Reference: Explore recipe: Creating a ticket first reply date attribute

    You can just alter the formula to use the "First resolution time" instead of "First reply time" so that the outcome would display the "First resolution - date".

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  • Dave B
    • If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end user. An exception to this rule is that if the requester is a light agent, the first reply time SLA target starts at creation even without a public comment.

    This doesn't make sense to me.  If a ticket is created by full Agent as private and then converted to public, the SLA first reply time should still not be applicable.  The behavior should be consistent for full Agents regardless of whether the ticket starts as private or internal.

    For tickets created by light Agents, it does make sense to apply the first reply time SLA to ensure the full Agents get to it within a timely manner.

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  • Ronald

    This seems like a dumb question but that won't stop me - How do I create a report for reply times, inclusive of all agent replies, not just first reply time?

    I'm not only interested in first reply time average/median but also average reply time for all replies. I was expecting this to be a default metric but the only reply time metrics I can find are "first reply time". It seems like I have to create a custom calculated metric for this? Any guidance would be appreciate.

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  • Fran
    Zendesk Customer Care
    Hi Dave!

    In the case you highlight, if a ticket is created with a private comment, but has an end user as the requester, it is expected that the end user would reply or add some information to the ticket, thus making the first reply time relevant. Otherwise, you could keep either the agent that posted the private comment as the requester or add another agent as requester instead of the end user.

    Hope this sheds some light on this topic!
     
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  • Gabriele Sannicandro

    Hello.

    I want to know if the SLA first reply time run, when ticket is created from BOT (flow builder).

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  • Rihab Bnr

    Hello, Experts!

    I was wondering if you could assist me in creating a new customized metric. This metric should calculate the First Response Time (FRT) based on the moment a ticket is assigned to an agent rather than when it was initially created. We would like to extract the FRT for each agent based on when tickets were assigned to them upon to the moment they sent the first reply to the customer.Is this feasible to implement?

     

    Thank you.

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  • Larry Barker

    This article says, "An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment."

    Does this mean that if an agent creates a ticket and sends a public reply as part of the ticket creation process, the "first reply time" clock will keep ticking until they send a second email? 

    One group in our org does this frequently, so I'm just trying to understand the impact on first reply time (and other downstream metrics) for that group. 

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  • Monica Turley

    @Larry Barker, For several years now, we have found that if we {agent} create a ticket and only have the first comment as the public reply with nothing else, yes, the clock continues to tick for FRT. To work around this, our agents submit the first response as public without a Requester, then we copy and paste the details a second time and submit a second time with the Requester added. This way it stops the clock with the '2nd' submit, which is actually the '1st' response, but it's really only the first email the customer gets. It's not ideal, as the customer's email will show the message sent twice in the email thread, but they do not get the email twice and it stops the clock for FRT purposes. This method also increase our reporting for agent touches, as technically they are touching each of these self created tickets twice instead of just once to send the message, but we've learned to account for that.

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  • Pedro Rodrigues
    Community Moderator

    Ronald here's a community tip with a method to calculate Next Reply Time for async channels by leveraging Support and Explore. Hope it helps!

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  • Kathryn Quinn

    I recently noticed in Explore that a lot of our Zendesk tickets that show up in the First Resolution Drill Down don't show up in the First Reply drill down for the same time period, and same channel. Is there a reason, if a customer created the ticket, that a first reply time would not be recorded?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Kathryn,
     
    You can have a resolution time value without a first reply time value if you are in a situation where you are solving out the ticket without leaving a public agent comment. This causes the first reply time to be null while the resolution time still exists.
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  • Ariya

    About this:

    An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment.

    How can we create new calculated metrics to calculate the FRT from the first ticket replied by the customer until the ticket was answered by the agent (2nd public reply by agent)?

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  • James G
    Zendesk Customer Care
    Hello ARIYA, 
     
    It seems like the Next Reply Time SLA metric would be appropriate for this particular situation. However, if you're attempting to manually calculate a custom metric, it won't be possible at this time. In order to determine the time between the customer's first ticket reply and the agent's next public comment, you'll need custom attributes that can return the relevant timestamps. Then, you can calculate the time difference between them. Unfortunately, calculating two custom timestamps isn't currently allowed, making it impossible to achieve this goal. Here's some feedback you might find helpful: DATE_DIFF() Between 2 Custom Attributes
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