Impact of Support Hours on First Reply Time
How do support hours affect First Reply Time?
Support hours can significantly impact First Reply Time, as having agents available when tickets are created ensures quicker responses. Analyzing when most tickets are submitted can help you align your support hours with peak times.
Consider using Zendesk's Explore Tickets report to identify ticket creation patterns. If necessary, you might explore a follow-the-sun model to provide round-the-clock support, ensuring that your team is always ready to respond promptly, thus lowering FRT.
More related questions
What is First Reply Time (FRT) in Zendesk and why is it important?
First Reply Time (FRT) in Zendesk is the time between when a ticket is created and when the first public comment from an agent is made. It's a crucial metric because it helps businesses understand how responsive their customer support agents are….
How can self-service options help lower First Reply Time?
Self-service options can significantly lower First Reply Time by allowing customers to find answers to their questions without needing to wait for an agent's response. This means fewer tickets for your support team to handle, which can reduce the…
What strategies can help manage First Reply Time during ticket surges?
Managing First Reply Time during ticket surges involves understanding the cause of the surge and adjusting resources accordingly. If a surge is due to a predictable event like a product launch, consider bringing in additional help, such as the…
What are some tips for lowering First Reply Time in chat and messaging?
To lower First Reply Time in chat and messaging, focus on reducing unrouted time and improving agent reaction time. Features like updating agent chat limits and configuring inactivity timers can help manage the queue more efficiently. Additionally,…
Can auto-replies affect First Reply Time in Zendesk?
Auto-replies do not affect First Reply Time in Zendesk because they are not considered public comments from agents. Only an agent's public reply can stop the FRT metric. In the context of an SLA, if there is no agent reply but the ticket is solved,…
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