Impact of Date Filters on Zendesk Time Metrics
Understand how date filters affect First reply time and Full resolution time in Zendesk, leading to potential discrepancies.
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 Ticket solved - Date attribute.
This means that the First reply time includes tickets created within the selected date range, and the Full resolution time includes tickets solved within that range, even if they were created earlier. This difference in filtering can lead to discrepancies between the two metrics. For more information, see the article: Explore recipe: Getting to know dashboard filters.
More related questions
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…
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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