First Reply Time & Business Hours - Frequently asked questions
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?
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.
