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Posted Jul 13, 2023
I'm still new to generating the report from Zendesk and our company are only supporting customer through email. May I know if anyone can assist to define the below three column meaning?
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3 comments
Jahn
Hi Elizabeth Chong - you might want to view this article relating to Metrics and attributes for Zendesk Support.
1. First Reply Time - The duration in minutes between when the ticket was created and the first public agent reply on the ticket.
2. First Resolution Time - The number of minutes between when the ticket was created and when it was first resolved.
3. Full Resolution Time - The duration in minutes from when the ticket was created to its latest resolution.
These are Zendesk Definition.
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Krishna Vedam
Hi Elizabeth,
a. First reply time is the duration between ticket creation and its first public response (by agent).
b. First resolution is the duration between ticket creation time and the first time it was marked as solved.
c. Full Resolution Time is the duration from the time ticket created and till its final resolution. (with no further re-opens).
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Elizabeth Chong
Thank you guys for the information!
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