Explore recipe: Reporting on tickets with a first reply time greater than 1 hour

In this Explore recipe, you'll learn how to report on tickets where the first reply time is greater than one hour. 

This recipe contains the following topics:

• What you'll need
• Creating the report

Related recipes: 

• Reporting on first reply time

What you'll need

Skill level: Beginner

Time required: 5 minutes

• Zendesk Explore Professional or Enterprise

• Editor or Admin permissions (see Giving users access to Explore)

• Ticket data in Zendesk Support

Creating the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, select First reply time (min), then click Apply.
6. In the Result manipulation menu (), click Metric filter.
7. Set the value on the left to 60, select Remove blank values, and click Apply.
   
8. In the Rows section, click Add.
9. From the list of attributes, select Assignee name and Ticket ID, then click Apply.

The report returns a list of tickets, grouped by agent, where the first reply time was greater than one hour.