Do Macros Affect First Reply Time in Zendesk?
Find out if using macros affects first reply time in Zendesk. Learn about public replies and internal notes.
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 this calculation.
More related 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….
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 agent.
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 comment.
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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?”
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