Can I report on first reply time within my business hours?
Yes, you can report on first reply time within business hours. Zendesk stores both calendar hours and business hours in ticket data.
To report on the first reply time within business hours, use the Support - Tickets dataset and the First reply time - Business hours metrics in your report. See an example in Explore recipe: How to report on first reply time in Zendesk.
Service Level Agreement (SLA) metrics also target business hours. Business hours vary according to the parameters you set in your account's schedule. For more information, see Metrics and attributes for Zendesk Support.