Adjusting Zendesk Reports for Auto-Solved Tickets
Learn how to adjust Zendesk Explore reports for tickets solved without an agent reply to improve metric accuracy.
How can I adjust my Zendesk Explore report for tickets solved without an agent reply?
To adjust your report for tickets solved without an agent reply, you can create a custom metric or filter your report. Tickets that are automatically solved or solved immediately after creation can skew your First resolution time, making it lower than the First reply time. By filtering for tickets that received an agent reply, you can get a more accurate representation of your metrics.
For more information, refer to the originalZendesk article.
More related questions
Why is my First reply time higher than First resolution time in Zendesk Explore?
This discrepancy often occurs when tickets are solved without an agent reply. If a ticket is created and immediately solved, or if a business rule automatically solves it, the First resolution time will be low, while the First reply time may not be…
What causes a lower average First resolution time in Zendesk Explore?
A lower average First resolution time is often caused by tickets being solved automatically or immediately after creation without an agent reply. These tickets have a low First resolution time and do not contribute to the First reply time average,…
Why might my Zendesk Explore report numbers not make sense?
If your Zendesk Explore report numbers don't make sense, it might be due to unsolved tickets not being included in the resolution metrics. Filtering for only solved or closed tickets in both 'resolution' and 'first reply' can help align your…
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