Comparing First Reply and Full Resolution Time in Zendesk
Learn why First reply time and Full resolution time in Zendesk cannot be directly compared due to different date filters.
Can I directly compare First reply time and Full resolution time in Zendesk?
No, you cannot directly compare First reply time and Full resolution time in Zendesk due to different date filters. The First reply time is based on when tickets were created, while the Full resolution time is based on when tickets were solved.
This means they analyze different sets of tickets, making direct comparison inaccurate. For example, tickets created last week are used for First reply time, while tickets solved last week are used for Full resolution time, regardless of their creation date. For more details, refer to the article: Explore recipe: Getting to know dashboard filters.
More related questions
Why is the First reply time higher than the Full resolution time on my Zendesk Support dashboard?
The First reply time can be higher than the Full resolution time due to different date filters. The median First reply time report uses the Ticket created - Date attribute, while the median Full resolution time report uses the Ticket solved - Date…
How do date filters affect the First reply time and Full resolution time in Zendesk?
Date filters impact the First reply time and Full resolution time by determining which tickets are included in each report. The First reply time is filtered by the Ticket created - Date attribute, while the Full resolution time is filtered by the…
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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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