image for site

First Reply Time & Business Hours - Frequently asked questions

Explore common questions about how first reply time is calculated in Zendesk, including whether business hours are considered. Find answers to optimize your support.

Frequently asked questions

Does Zendesk's first reply time consider business hours?

Yes, Zendesk's first reply time can be calculated using both calendar hours and business hours. This means you can track how quickly your team responds to tickets during your set business hours. To report on first reply time specifically within…

How do I report on first reply time during business hours in Zendesk?

To report on first reply time during business hours in Zendesk, use metrics that specify 'Business hours'. These metrics will reflect the time it takes for your team to respond to tickets within the business hours you've set in your account…

Can I apply a new schedule to past Zendesk ticket data?

No, new schedules in Zendesk do not apply retroactively to past ticket data. If you set a new schedule, it will only affect tickets and metrics moving forward. Historical data, such as first reply times recorded before the schedule was set, will…

What happens to first reply time if a ticket is created outside business hours?

If a ticket is created outside of business hours, Zendesk calculates the first reply time based on the next available business hours. For instance, if your business hours are Monday to Friday, 9 am to 5 pm, and a ticket is created on Saturday, the…

Why doesn't first reply time capture when an agent creates a proactive ticket?

In Zendesk, the first reply time metric measures the time from when a ticket is created by an end-user to the first public agent comment. If an agent creates a proactive ticket, it doesn't count as a first reply because the ticket wasn't initiated…

How can I create a custom report for first reply time in business hours?

To create a custom report for first reply time in business hours, you need to use a custom attribute in Zendesk. You can start by copying the formula of the default 'First reply time brackets' attribute and replace the calendar hour metric with…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites