What does Zendesk suggest if you have a weekly reporting cadence, in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs using "tickets solved last week", which isn't right. I don't want to report on a bigger window of time, I really do want to know the FRT performance of agents "last week" still though.
By the same token, if I use "tickets created" metric instead, the problem becomes that if it takes longer than a week for a ticket to get an FRT, then it's never included in reporting. This is super bad because then you have tickets slowly building up to a huge FRT hiding from you that never get included in the reports.
I also know I should not use "tickets update" which includes all tickets that had a LAST update during the time frame specified. This leads to tickets that had an FRT 2 weeks ago that just got a fresh update today, to be re-included in the FRT report this week as well as 2 weeks ago. That's not a good method either.
So how exactly is anyone reporting on this? Any tips or suggestions?
How are you reporting on FRT?
The fact that Zendesk doesn't use the built in first reply time for reporting says a lot. Mainly, that it's so bad as a metric, that even Zendesk can't use it. Yikes. Well, at least I know I'm not doing something wrong, this is just a(nother) poorly thought out feature implementation that's non-functional on a practical level.
Hello. I am running into the same issue. Does Zendesk not have an FRT timestamp to run reports off of? Using "Ticket Assigned - XXXX", you will still miss tickets if running monthly reporting. Tickets assigned in Feb with a March FRT will get excluded from both Feb and March reporting. Any other suggestions?
Unfortunately, we don't have that natively but you may create a custom attribute using the recipe we have here - Explore recipe: Creating a ticket first reply date attribute and then use it as your date filter.
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On our end, we use the "Ticket Assigned - XXXX" Attribute.