Exclude Employee Tickets from First Reply Time in Zendesk
How can I exclude tickets created by employees from my first reply time calculation?
To exclude tickets created by employees from your first reply time calculation, use the Submitter role attribute to filter your query.
This allows you to focus only on tickets submitted by end-users, ensuring that your first reply time calculations are accurate and exclude internal tickets. Adjusting your query in this way helps maintain the integrity of your response time metrics.
More related questions
How can I create a ticket first reply date attribute in Zendesk Explore?
To create a ticket first reply date attribute in Zendesk Explore, you need to use a standard calculated attribute. This allows you to display the actual date and time of the first reply, which isn't available by default. Start by opening Explore…
What skill level is required to create a ticket first reply date attribute in Zendesk Explore?
Creating a ticket first reply date attribute in Zendesk Explore requires an average skill level. It's a straightforward process that takes about 5 minutes. You'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin…
Can I group the first reply time by week in Zendesk Explore?
Yes, you can group the first reply time by week in Zendesk Explore by modifying the date format in the formula. This allows you to see the reply time for tickets updated each week. To do this, change the date format in the formula to show the year…
How can I filter the first reply date attribute by time in Zendesk Explore?
Unfortunately, you cannot directly add a date range filter to custom attributes in Zendesk Explore. However, there is a workaround. You can create custom attributes that display only the Year or Month by modifying the formula. For instance, to…
Why is my first reply date attribute not showing recent data in Zendesk Explore?
If your first reply date attribute isn't showing recent data, it might be due to the volume of data being queried. This can affect how quickly data loads. Ensure that your query isn't pulling too much data at once. If the issue persists, consider…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
