Creating Custom First Reply Time Brackets

Hello Kate,

You can view the formula used for the default "First reply time brackets" if you click o the eye icon of the attribute. 

From there, you can copy the formula, create a new custom attribute & edit it depending on how you want to break down the hours:

In the break down of hours that you'd like to achieve, the formula should be like this:

IF (VALUE(First reply time (min)) <= 60) THEN "0-1 hrs"
        ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*4) THEN "1-4 hrs"
        ELIF (VALUE(First reply time (min))>60*4 AND VALUE(First reply time (min)) <= 60*8) THEN "4-8 hrs"
        ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*16) THEN "8-16 hrs"
        ELIF (VALUE(First reply time (min))>60*16 AND VALUE(First reply time (min)) <= 60*24) THEN "8-24 hrs"
        ELIF (VALUE(First reply time (min)) > 60*24) THEN ">24 hrs"
        ELSE " No replies"
ENDIF

Thank you!

Hello!

@zsa Can you let me know with which Explore plan is this feature available? We would really like to customize these time brackets to go up to 48h instead of 24h.

Thanks!

Hi Jelena,

You need to be part of Zendesk Suite Professional and above or have an Explore Professional (standalone) subscription to be able to create a standard calculated attribute.

See: Creating standard calculated metrics and attributes

Hope this helps.