Calculating Next Reply After First Reply Time

Is this something the team will explore in the future? 

Up Vote!

This will help us to for counting FRT with Proactive Ticket (Ticket that created by agent)

Hi everyone,

Here's a community tip with a method to calculate Next Reply Time for async channels by leveraging Support and Explore (and without having to depend on ticket status changes in the metric formula).

There are some limitations but I got pretty good results so far (in-depth analysis on my blog: external link).

Have fun!

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

In many cases, the end-user revisited tickets to reply what agent has finished first reply content like asking for more information.  Ticket status is still pending or open. No meaning to change status. But the Next reply time is very critical to check SLA.

Hi Rebecca and GoGet Support, 

Unlike first reply time, It is not possible to report on subsequent reply times as they are not explicitly captured by metrics on the back end. You can also check this article for reference. 

Ideally, you can create a custom metric as suggested by Gab that will count the duration between changes on Ticket status if your agents are sending responses and setting ticket status to Pending which will change to Open once your customers responded.

Hope this helps!

Hi there, dropping a message here as I am also interested to find out the question raised by Rebecca.  The issue we are facing right now is with the use of Zendesk SDK, the first trigger response is being taken as first public response and therefore we have no means to track our actual agent first response time. Am thinking if we can calculate the time between the trigger and second public reply, it might give us a gauge. 

Look forward to understanding it more! Thank you.

Hi, our request is a bit similar but what we want to measure is the agent's secondary reply time. So once the customer replied to their comment on the agent first public comment then the secondary public reply will be sent by the agent. so we want to measure this duration to track how long time it took, I wish to check if there is any recipe or possible way to track? from the zendesk Explore seems there is no Secondary reply time measurement. It will be appreciated if you can give some guide or solution on this. Thanks.