Display First Reply Time in the ticket

5 Comments

  • Brett - Community Manager

    Hi Tiago,

    There's no native way to display first reply time in a ticket unfortunately. You'd most likely need to use the API to pull the first reply time from a ticket and then create a script that inputs that metric into a custom ticket field.

    I'll leave this post here as Product Feedback for our Product Managers to view. In the meantime, could you provide your use-case on why this feature would be useful to you?

    Thanks in advance!

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  • Tiago Tavares

    Hi Brett,

    Thank you very much for your quick feedback. When we started to use Zendesk for our support we noticed that the first reply time was very high for each agent. Then we searched how the first reply time is calculated and we would find interesting if we could display it directly in the ticket so that each agent could see it.

    Best regards and have a nice afternoon.

    Tiago

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  • Brett - Community Manager

    Thanks Tiago!

    I did some additional digging on my end and it looks like there's a 3rd party integration that will show this in the app sidebar: Ticket Metrics

    If you have any questions regarding the integration you'll want to reach out to the developer of the app directly.

    Cheers!

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  • Tiago Tavares

    Hi Brett,

    Thank you very much for your time that's exactly the application we were looking for :-)

    Best regards!

    Tiago

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  • Brett - Community Manager

    Happy to help Tiago :)

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