Is there a way to find out average Next Reply Time?


  • Hannah Voice

    Would also love to know if there is a solution for this one! 🤞

  • Dave Dyson
    Hi Frabrice and Hannah -
    There's no built-in way to calculate this, but Gab Guinto from our Customer Care team offered a rough outline about how a custom metric might be created that potentially might work, in there comment here: Calculating Next Reply After First Reply Time
    In the meantime, it's always helpful for our product team to understand not just what you'd like our product to do, but your use case behind that -- would either/both of you be willing to add comments or edit your post here to answer the questions here? Product Feedback Post Template
  • Fabrice Dowling

    Thanks @... I've updated the post now.

    I was thinking, would the upcoming new feature to be released, Group SLA's, solve this request, given that we'll be able to assign specific SLA's to groups rather than having one SLA across all teams and groups.

  • Dave Dyson
    Hi Fabrice, I don't think so -- my understanding is that Group SLA would help you measure response time once a ticket is assigned to a specific group, not the time it takes for a response after the ticket receives a comment update from the customer.
  • Mogamad Adams

    Hi @... 

    I really hope you can help, 

    I have configured the following custom metric, 

    It works but is reporting on calendar hours, is there a way to have it display business hours instead? 



  • Alex Zheng
    Zendesk Customer Care
    Hey Mogamad,
    Field changes time is currently only available in calendar hours at the moment. I would suggest upvoting and adding to this feedback post as posts with higher community engagement will be prioritized by our product team.
    Best regards,
  • Whitney

    I tried to create the metric" Next reply time" and it did not work.

    Anyone can help?

  • Gab Guinto
    Zendesk Customer Care
    Hi Whitney,

    It looks like you are in the Tickets dataset. You need to build the metrics with the Updates History dataset in order to reference Changes - Field name and the other Ticket field changes attributes in the formula. 

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