Hello,
Is there a way to create a report that would show the average time it takes for a requester to submit their first response on a ticket? We could a group that focuses on auditing data. The agents are the ones who are creating the tickets and assigning the requester of the individual they are auditing.
How would we measure the time it took that requester to submit their first reply/response on that ticket that the auditing team created?
Hey @hannah12 -
We're going to have to think a bit outside the box here as Zendesk assumes the requester is the one creating the ticket.
That said, the easiest option would be for the agent to put that ticket into a custom ticket status, and then you can measure the time within that custom ticket status. If you wanted to get more granular, @zendesk13 has a great Community Tip that you could probably leverage. Hope this helps!
Brandon
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