Understanding Lower First Resolution Time in Zendesk
Discover why your First resolution time might be lower than expected in Zendesk Explore and how it affects your metrics.
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, as there is no agent interaction. This can lead to a situation where the First reply time appears higher than the First resolution time.
For further insights, see the originalZendesk article.
More related 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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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