Improving First Reply Time in Zendesk
What is first reply time and how can I improve it?
First reply time (FRT) measures the time from ticket creation to the first agent reply. It's a key indicator of team efficiency. Use the Efficiency tab in the Zendesk Support dashboard to view prebuilt reports on FRT. Create custom reports using the Tickets dataset to monitor FRT across different channels and product areas. Improving FRT involves aligning performance targets with industry standards and ensuring agents are available during peak times.
More related questions
How can I analyze the number of tickets my team is solving?
Monitoring the number of tickets your team solves is crucial for evaluating performance. You can use Zendesk's prebuilt reports on the Tickets tab of the Support dashboard to get an overview of solved, unsolved, created, and reopened tickets. For…
What are the most common ticket areas and how can I categorize them?
Categorizing support requests into product areas helps identify common issues. You can add a custom field to your tickets to categorize them. This allows you to see which areas generate the most support issues. While prebuilt reports don't include…
How can I manage my ticket backlog effectively?
Managing your ticket backlog is essential for maintaining a healthy support team. The backlog includes all unsolved tickets in new, open, pending, or on-hold states. Use the Backlog tab in the Zendesk Support dashboard to view prebuilt reports on…
How can I track and improve ticket resolution times?
Tracking resolution times is vital for customer satisfaction. Use the Efficiency tab in the Zendesk Support dashboard to view prebuilt reports on resolution times. Create custom reports using the Tickets dataset to analyze metrics like first…
Why are tickets being reopened and how can I reduce this?
Tickets are reopened when their status changes from Solved to Open, often indicating incomplete resolutions. Use the Tickets tab in the Zendesk Support dashboard to monitor reopened tickets. Create custom reports using the Tickets dataset to track…
How can I measure customer satisfaction with Zendesk?
Customer satisfaction can be measured using Customer Satisfaction Surveys (CSAT) sent after resolving issues. Track CSAT ratings over time and by channel, product, or service to identify trends affecting satisfaction. Use Zendesk's reporting tools…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
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
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