Yes, you can use external analytic tools to report on first reply time in Zendesk by accessing data through the Zendesk API.
The API provides first reply time information in both calendar and business hours, allowing you to integrate this data into your preferred reporting tools. This flexibility is ideal for businesses that require customized reporting solutions beyond what Zendesk Explore offers.
The first reply time in Zendesk measures the duration from when a ticket is created to the first public agent response. This metric is crucial for understanding how quickly your support team responds to customer inquiries. The calculation starts…
Zendesk records first reply time in both calendar hours and business hours, providing flexibility in how you analyze response times. Calendar hours measure the total time elapsed from ticket creation to the first agent response, regardless of your…
First reply time in Zendesk functions consistently across various ticket channels, such as email, phone, and chat. For email and phone tickets, the timer starts when the ticket is created and stops at the first public agent comment. In live chat…
Zendesk Explore allows you to report on first reply time by reading data directly from Zendesk Support. Explore provides pre-built reports displaying first reply time in calendar hours, but you can also create custom reports using business hours…
While both standard and SLA first reply time metrics measure the time to first agent response, they operate differently. Standard first reply time starts at ticket creation and ends with the first public agent comment. SLA first reply time,…
Ticket sharing in Zendesk can impact how first reply time is measured, especially when tickets are shared between accounts. When a ticket is shared, the agent on the receiving account is treated as an agent, not an end-user, which means their…