Understanding ticket reply time

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38 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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