First Reply Time Across Zendesk Ticket Channels
How does first reply time work with different ticket channels?
First reply time in Zendesk functions consistently across various ticket channels, such as email, phone, and chat.
For email and phone tickets, the timer starts when the ticket is created and stops at the first public agent comment. In live chat and messaging, the timer stops when the agent sends their first message. This ensures that the metric accurately reflects the agent's response time, regardless of the ticket's origin.
More related questions
How is the first reply time calculated in Zendesk?
The first reply time in Zendesk measures the duration from when a ticket is created to the first public agent response. This metric is crucial for understanding how quickly your support team responds to customer inquiries. The calculation starts…
What is the difference between calendar hours and business hours in first reply time?
Zendesk records first reply time in both calendar hours and business hours, providing flexibility in how you analyze response times. Calendar hours measure the total time elapsed from ticket creation to the first agent response, regardless of your…
How can I report on first reply time using Zendesk Explore?
Zendesk Explore allows you to report on first reply time by reading data directly from Zendesk Support. Explore provides pre-built reports displaying first reply time in calendar hours, but you can also create custom reports using business hours…
What are the differences between standard and SLA first reply time metrics?
While both standard and SLA first reply time metrics measure the time to first agent response, they operate differently. Standard first reply time starts at ticket creation and ends with the first public agent comment. SLA first reply time,…
How does ticket sharing affect first reply time in Zendesk?
Ticket sharing in Zendesk can impact how first reply time is measured, especially when tickets are shared between accounts. When a ticket is shared, the agent on the receiving account is treated as an agent, not an end-user, which means their…
Can I use external tools to report on first reply time in Zendesk?
Yes, you can use external analytic tools to report on first reply time in Zendesk by accessing data through the Zendesk API. The API provides first reply time information in both calendar and business hours, allowing you to integrate this data into…
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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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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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