Reporting on Tickets with 1+ Hour Reply Time - Frequently asked questions
Frequently asked questions
How can I report on tickets with a first reply time greater than one hour in Zendesk?
To report on tickets with a first reply time greater than one hour in Zendesk, you can use the Explore feature. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, create a new report by selecting…
What do I need to create a report on first reply time in Zendesk?
To create a report on first reply time in Zendesk, you'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Additionally, you should have ticket data available in Zendesk Support. The process is beginner-friendly…
How do I filter tickets by first reply time in Zendesk Explore?
In Zendesk Explore, you can filter tickets by first reply time using the Metric filter. After selecting the 'First reply time (min)' metric, apply a metric filter to set the desired value, such as 60 minutes, and remove blank values. This allows…
Can I group tickets by agent in a Zendesk report?
Yes, you can group tickets by agent in a Zendesk report. In the Rows section of the report builder, add attributes like Assignee name and Ticket ID. This setup will organize your report to show tickets grouped by the agent responsible, providing…
How long does it take to create a first reply time report in Zendesk?
Creating a first reply time report in Zendesk is quick and straightforward, taking approximately 5 minutes. The process is designed for beginners, making it accessible even if you're new to Zendesk Explore. With the right permissions and data, you…
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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.”
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