Recent searches
No recent searches
Calculating First Update Time after ticket was re-assigned to another group
Posted Sep 13, 2021
Zendesk should introduce the way to track First Update Time after ticket was re-assigned to another agent/ticket group (e.g. when ticket was escalated to advanced support).
While First Reply Time is the most common metric to track the performance of first line support agents, there is no way to track First Update Time for advanced support agents (I say First Update Time as we might be interested in cases when the first comment after escalation is internal). Using recently introduced DATE_FIRST/DATE_FIRST_FIX did not solve this problem.
This is critical for tracking and optimizing the work of other teams than frontline support agents.
33
17
17 comments
CJ Johnson
This is on my list to figure out for my own team this week, I'm hoping I can do something with a custom formula and the updates set, but it would be extremely nice to be able to see first reply time from the time assigned to the group that replied, natively, without a custom metric.
2
Customer Care Service Account
Plus one to this request. Would be amazing to have a default way to measure 'first reply time' after group station has been changed (duration from group change to first agent public response). I'm looking through custom attribute articles and can't find any solutions there either unfortunately.
Our use cases include tiered agent levels and tickets moved between teams within Zendesk. Managers of those teams would love to be able to see their agents' 'first reply' time to track performance.
1
CJ Johnson
Huge plus one, I tried every way I could think of, and for my use case, Support even confirmed it's impossible for me calculate this with what's currently available.
2
Prakriti
Hi everyone,
Just wondering if anyone has been able to create a custom query for this?
0
Stephen Gallagher
CJ Johnson Do you think you managed to get close with any of your efforts? And would you be willing to share them?
Big plus one from me too - very interested in getting something in place and I'm surprised there isn't more interest.
My current thoughts are if it was possible to define 2 different events and get their timestamps, the DATE_DIFF function could be used.
I'm new to Explore so I'm not sure if that is possible...
3
Whitney Votaw
Plus one! This is huge to see how quickly (or not) escalation teams are taking action.
4
James Hartley
+1 to this as well! It's been a few months, has anyone managed to do this with a custom calculation?
0
CJ Johnson
Considering that some feature requests on this forum are at 8+ of years of "planned" and Zendesk hasn't rolled them out and won't respond to requests for updates, I wouldn't hold my breath. This isn't possible because of limitations to calculations on the reporting platform. You would need to DATE_DIFF two custom formula date attributes which doesn't work. Despite this being possible in the product that Explore replaced, Zendesk doesn't consider that this silently fails to calculate, a bug so it's been filed as a feature request: https://support.zendesk.com/hc/en-us/community/posts/4409217038746-DATE-DIFF-Between-2-Custom-Attributes
0
Irina Gorelik
Plus one to this. I feel like there could, in general, be more metrics that are more conducive to tiered support.
0
Максим Насон
+1 to this post, it would be great to be able to do this calculation, it would help us in building a more accurate reporting.
0
Stephen
+1 this would be a great feature to have.
0
Wojciech Smajda
Hello,
Thank you for reaching out with the suggestion to track First Update Time specifically after a ticket has been reassigned or escalated. Recognizing the need to measure responsiveness across different support levels is important.
We're glad to receive your input on this, as it helps us identify areas for enhancement in tracking and optimizing the performance of advanced support teams. While this feature isn't on our immediate roadmap, rest assured that your feedback has been documented and will be reviewed as we continue to evolve our analytics capabilities.
Your perspective is invaluable, and we encourage you to continue sharing your ideas to improve Zendesk.
0
Terry Branoff
An extension of this request is we are finding that if an Agent creates the ticket, first reply is calculated from first public reply AFTER the initial outbound comment to requester. Shouldn't First Reply = 0 since ticket originated by Agent and so public comment was sent at origination?
0
Robert Elliott
+1 here as this is a major need for out business
0
Gina Guerra
Huge +1 for us as well.
0
Alghiery Dani
+1, anyone has a workaround for this issue? Really need help on this matter
0
Arthur Mori
Is it possible to get the time for when a ticket is assigned to a second group? For context:
I have groupA which escalates tickets to groupB. What I need is the time when tickets are assigned/escalated to groupB.
Is this even possible in Explore?
0