This discrepancy often occurs when tickets are solved without an agent reply. If a ticket is created and immediately solved, or if a business rule automatically solves it, the First resolution time will be low, while the First reply time may not be recorded at all. These tickets contribute to the First resolution time average but not to the First reply time average. To address this, consider creating a custom metric in Explore or filtering reports to include only tickets that received an agent reply.
For more details, check out the originalZendesk article.
To adjust your report for tickets solved without an agent reply, you can create a custom metric or filter your report. Tickets that are automatically solved or solved immediately after creation can skew your First resolution time, making it lower…
A lower average First resolution time is often caused by tickets being solved automatically or immediately after creation without an agent reply. These tickets have a low First resolution time and do not contribute to the First reply time average,…
If your Zendesk Explore report numbers don't make sense, it might be due to unsolved tickets not being included in the resolution metrics. Filtering for only solved or closed tickets in both 'resolution' and 'first reply' can help align your…