Report Tickets Exceeding Average Reply Time
How do I create a report for tickets exceeding average first reply time?
Creating a report for tickets that exceed the average first reply time involves using a calculated metric in Explore.
First, use the average first reply time from your previous report. In Explore, click 'New report' and select the 'Support - Tickets' dataset. Use the 'Standard calculated metric' option to create a formula:IF (VALUE(First reply time (min))>26) THEN [Ticket ID] ENDIF, replacing '26' with your average time. Name and save this metric. Add it to your report to see tickets with higher than average reply times. Include attributes like 'Ticket ID', 'Ticket subject', and 'Assignee name' for more insights.
For more information, visit theZendesk help article.
More related questions
How can I calculate the average first reply time in Zendesk?
To calculate the average first reply time in Zendesk, you need to create a report in Explore. Start by clicking the reports icon in Explore, then select 'New report'. Choose the 'Support - Tickets' dataset and click 'Start report'. Add the metric…
What permissions are needed to create reports in Zendesk Explore?
To create reports in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary tools and datasets within Explore to build and customize reports. If you don't have these permissions, you may…
What skill level is required to create these Zendesk reports?
Creating these Zendesk reports requires an intermediate skill level. The process involves using Zendesk Explore to build and customize reports, which may require familiarity with the platform's interface and features. The steps are straightforward…
How long does it take to create these reports in Zendesk?
Creating these reports in Zendesk typically takes about 15 minutes. This time estimate assumes you have the necessary permissions and a basic understanding of how to use Zendesk Explore. The process involves setting up metrics and attributes, and…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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
Reduce support costs.Spend more time on customer success.
