Agent Reporting: Tracking how long tickets sit idle before and after assigned to an agent


  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Kamal -

    Does the First Reply Time report suit your needs?

    Here's an article on how to set that report up: Reporting on Average First Reply time in Insights

  • Kamal Chahine

    Hi Nicole, I read some portions of the article and it does look like part of my request but we also want to also monitor all response times for agents.

    The use case is:

    New ticket comes in (not assigned) then an agent takes the ticket (i think the first reply time report will provide good info). Now that it is assigned to a support agent we want to also monitor and track the time an agent takes to respond to a customer. 


    Makes sense?



  • Brett - Community Manager
    Zendesk Community Team

    Hey Kamal,

    It looks like one of our Community Moderators went over how to track requester wait time in the following post: Average response time by agents

    It also looks like one of our Insights experts also address this question here: Reporting on Average Time Spent After First Response

    This should get you relatively close to the results you're looking for :)

  • realjamesfoster


    Is there a way to track and report on a metric such as "First Assigned By" . I cannot find that as a metric, the closest is first reply. However my triage team may let the subject matter expert team provide the first comment on the ticket. I want to know how long a ticket was "NEW" (which I am getting) and which agent assigned it first (which appears to not be supported).  


    James Foster

  • Dan Ross
    Community Moderator

    Hey James,


    I don't have this setup for testing, but you could perhaps try to find the Updater as based on Ticket Text Field Change [Ticket Assignee] = blank to Ticket Text Field Changes [Ticket Assignee] ≠ blank attributes.

    That may get you to a starting point where you can find who assigned the ticket? Sorry I don't have more specifics for you at the moment. Let us know if you come up with anything.


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