Question
If an agent leaves a ticket in open status, does this affect the first reply time?
Answer
No, the first reply time is not based on ticket status. First reply time is calculated based on when an agent posts their first public comment to the ticket. For more information, see this article: Understanding ticket reply time.
For reporting information, see the article: Explore recipe: Reporting on first reply time.
4 comments
Donna Laure
So it doesn't matter if the ticket was placed on pending, the clock is still ticking for that ticket?
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Dave Dyson
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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Liz Sanchez
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
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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