First reply time being triggered on ended Chats



  • Marco
    Zendesk Customer Care
    Hi Michael, 
    Thanks for reaching out to us! My name is Marco and I'll be looking into this for you. 
    I understand what you mean. FRT should not be counting for such tickets where the concern of the customer has been resolved within the chat. Let me review this further for you. Could you provide at least one sample ticket where FRT was taken into account despite it being resolved in the chat? 
    Looking forward to your response. Let us know if you have any questions. 

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