First Reply Time vs Full Resolution Time in Zendesk
Learn why First reply time can be higher than Full resolution time on Zendesk Support dashboard due to different date filters.
Why is the First reply time higher than the Full resolution time on my Zendesk Support dashboard?
The First reply time can be higher than the Full resolution time due to different date filters. The median First reply time report uses the Ticket created - Date attribute, while the median Full resolution time report uses the Ticket solved - Date attribute. This means they analyze different sets of tickets.
For instance, if your dashboard's time filter is set to 'Last week', the First reply time considers tickets created last week, whereas the Full resolution time considers tickets solved last week, regardless of when they were created. Therefore, these reports cannot be directly compared. For more details, check out the article: Explore recipe: Getting to know dashboard filters.
More related questions
How do date filters affect the First reply time and Full resolution time in Zendesk?
Date filters impact the First reply time and Full resolution time by determining which tickets are included in each report. The First reply time is filtered by the Ticket created - Date attribute, while the Full resolution time is filtered by the…
Can I directly compare First reply time and Full resolution time in Zendesk?
No, you cannot directly compare First reply time and Full resolution time in Zendesk due to different date filters. The First reply time is based on when tickets were created, while the Full resolution time is based on when tickets were solved….
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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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