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If an agent leaves a ticket in open status, does this affect the first reply time?



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Elissa Tikalsky

Zendesk Digital Resources Team

Edited Apr 13, 2022


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4 comments

So it doesn't matter if the ticket was placed on pending, the clock is still ticking for that ticket?

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Hi Donna,
 
Welcome to the community! The first reply time "clock" will stay ticking until an agent submits a public reply to the ticket; the ticket status is irrelevant.

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First time response running a macro will that be counted in the first response time and are internal notes included in the calculation?

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Ivan Miquiabas

Zendesk Customer Care

Hi Liz, 
 
Thanks for reaching out! 
 
The Zendesk first reply time metric measures the time between ticket creation and the first public agent comment after that.
 
After the first public reply, the system calculates the first reply time in calendar hours and business hours. Both metrics are stored with the ticket data, so you can use either (or both) to build reports.
 
First reply time works essentially the same way regardless of the channel from which the ticket originates. So to answer your question, Yes, if the macro is sent as a public reply from an agent. And. No, internal notes is not included in the. calculation. 
 
Reference: Here
 
 
Hope that helps! 

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