Reporting on First Reply Time for Messaging Tickets
How can I report on first reply time for messaging tickets in Zendesk?
To report on first reply time for messaging tickets in Zendesk, you need to use Zendesk Explore. This involves creating a new report using the Chat - Messaging tickets dataset and selecting the appropriate metrics and attributes.
Start by clicking the reports icon in Explore, then create a new report. Choose the Chat - Messaging tickets dataset and add the 'First reply time (sec)' metric. You can also choose to view this in business hours by selecting the 'First reply time - Business hours (sec)' metric. Add the 'Ticket solved - Date' attribute to the Columns panel and set the date range to 'Last month'. Finally, select the Column visualization type to view your report. For more details, check out the originalZendesk help article.
More related questions
What do I need to create a first reply time report in Zendesk?
To create a first reply time report in Zendesk, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Additionally, you'll need access to messaging ticket data. The process is beginner-friendly and should…
How can I interpret the first reply time report in Zendesk?
Interpreting the first reply time report involves understanding its relationship with ticket volume and support team performance. An increase in first reply time could indicate issues such as agents not performing optimally or bandwidth problems….
Can I view first reply time in business hours only in Zendesk?
Yes, you can view first reply time in business hours only by selecting the appropriate metric in Zendesk Explore. When creating your report, choose the 'First reply time - Business hours (sec)' metric instead of the standard 'First reply time…
How can I enable drill-in for my Zendesk report?
To enable drill-in for your Zendesk report, you need to adjust the chart configuration settings. After creating your report, click the Chart configuration menu and select 'Drill in'. Then, enable drill-in and add the attributes you want viewers to…
What factors can affect the first reply time in Zendesk?
Several factors can affect the first reply time in Zendesk, including agent performance and ticket volume. If agents are not performing at their best, you might notice a decrease in acceptance rate or an increase in offers per ticket. Bandwidth…
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