Reports - Case Open Time | The place for Zendesk users to come together and share
Skip to main content
K
Karissa11
July 11, 2022
Question

Reports - Case Open Time

  • July 11, 2022
  • 1 reply
  • 19 views

How can I generate a report that shows how long a case was sitting/waiting before responded to by any agent? 

    1 reply

    Dave12
    Dave12Employee
    Employee
    July 11, 2022
    HI Karissa, welcome to the community!
     
    Zendesk offers a built-in metric, First Reply Time, that measures the time between when a ticket was created and when it received its first response from an agent -- that sounds like what you're after.
     
    In Explore, the Efficiency tab of the prebuilt Zendesk Support dashboard has some first-reply time measurements: see Analyzing your Support activity for information on that dashboard, and Understanding dashboards for more general information on dashboards in Explore and how to create your own custom dashboards.
     
    To learn more about how first reply time is calculated, see Understanding ticket reply time
     
    We also have free on-demand training on Explore, to help you get the most out of it: Admin training – Explore
     
      Terms & ConditionsAccessibility statement