Understanding First Reply vs. Resolution Time - Frequently asked questions
Discover why your first reply time may be higher than first resolution time in Zendesk Explore reports. Find answers to common questions and improve your support metrics.
Frequently asked questions
Why is my First reply time higher than First resolution time in Zendesk Explore?
This discrepancy often occurs when tickets are solved without an agent reply. If a ticket is created and immediately solved, or if a business rule automatically solves it, the First resolution time will be low, while the First reply time may not be…
How can I adjust my Zendesk Explore report for tickets solved without an agent reply?
To adjust your report for tickets solved without an agent reply, you can create a custom metric or filter your report. Tickets that are automatically solved or solved immediately after creation can skew your First resolution time, making it lower…
What causes a lower average First resolution time in Zendesk Explore?
A lower average First resolution time is often caused by tickets being solved automatically or immediately after creation without an agent reply. These tickets have a low First resolution time and do not contribute to the First reply time average,…
Why might my Zendesk Explore report numbers not make sense?
If your Zendesk Explore report numbers don't make sense, it might be due to unsolved tickets not being included in the resolution metrics. Filtering for only solved or closed tickets in both 'resolution' and 'first reply' can help align your…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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