Messaging First Reply Time

3 Comments

  • Arpan Nagdeve
    Zendesk Product Manager

    Chris Gast
    We have FRT fix  in place which is behind a gate at the moment, I'm not sure if you have enabled the fix on the account. As part of the fix you should be able to report time difference between ticket creation and first response from the agent. You can also raise a support ticket and we can look into the query in more details. 

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  • Chris Gast

    Thanks, Arpan. How do I enable the fix on my account?

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  • Arpan Nagdeve
    Zendesk Product Manager

    Chris Gast

    We'll need a subdomain to enable the fix, you can reach out to your account executive or raise a support ticket and we'll enable the fix for your sub-domain.

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