Calculating Requester Wait Time in Zendesk
How is Requester Wait Time calculated in Zendesk?
Requester Wait Time is calculated based on the time a ticket spends in the New, Open, and On-hold statuses. If you have custom ticket statuses, the Requester Wait Time will include time spent in these categories as well. This metric helps you understand how long customers are waiting for a resolution.
More related questions
What is the First Reply Time metric in Zendesk?
The First Reply Time metric measures the time between when a ticket is created and when the first public agent comment is made on that ticket. This metric is crucial for understanding how quickly your support team is responding to new inquiries,…
Why is First Reply Time important for customer support?
First Reply Time is important because it reflects how quickly your support team responds to customer inquiries. A shorter First Reply Time can lead to higher customer satisfaction, as customers appreciate prompt responses. It also helps in managing…
What does Requester Wait Time tell you about your support process?
Requester Wait Time provides insights into how long customers are waiting for their issues to be resolved. By analyzing this metric, you can identify bottlenecks in your support process and work towards reducing wait times, thereby improving…
How do custom ticket statuses affect Requester Wait Time?
Custom ticket statuses affect Requester Wait Time by including the time spent in these statuses within the New, Open, and On-hold categories. This means that any custom statuses you create will be factored into the overall wait time, providing a…
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