First reply time tracking


2 Comentarios

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Ulugbek,
    Currently, it's not possible to pull up the name of the user who posted the reply from which the ticket metric First reply time was calculated using the default attributes under the Tickets dataset. If you know your way around custom metrics and attributes, then you may be able to formulate a custom query to pull this info using the Updates History dataset. 
    You may explore the earliest date functions, specifically DATE_FIRST_FIX – you can check out the sample here to see how these function work in Explore.
    Also, I have found similar use case and was posted in this article comment section here.
    I hope this helps. Thank you!
  • Ulugbek M.

    Thank you. 


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