Agent Leaves Ticket Open - Frequently asked questions
Discover how an agent leaving a ticket open impacts first reply time. Explore multiple FAQs addressing common concerns and scenarios related to ticket status and response metrics.
Frequently asked questions
Does leaving a ticket in open status affect the first reply time?
No, leaving a ticket in open status does not affect the first reply time. The first reply time is calculated based on when an agent posts their first public comment to the ticket, regardless of the ticket's status. For more details, you can check…
How is the first reply time calculated in Zendesk?
The first reply time in Zendesk is calculated from the moment a ticket is created until an agent posts their first public comment. This metric is measured in both calendar hours and business hours, and it remains unaffected by the ticket's status….
Does using a macro count towards the first reply time?
Yes, using a macro counts towards the first reply time if it is sent as a public reply from an agent. The first reply time measures the duration from ticket creation to the first public agent comment. Internal notes, however, are not included in…
Are internal notes included in the first reply time calculation?
No, internal notes are not included in the first reply time calculation. The first reply time only considers the time between ticket creation and the first public comment made by an…
Does the ticket channel affect the first reply time?
No, the ticket channel does not affect the first reply time. The first reply time is calculated the same way regardless of the channel from which the ticket originates. It measures the time from ticket creation to the first public agent…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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