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first reply time - first answer is not a public comment but a call

Related products:Support
  • February 13, 2020
  • 5 replies
  • 18 views
Michael22

User Story

The customer sends his request by e-mail.

The agent knows the phone number and he replies by phone to get some further information.

The agent sets the ticket on "waiting" because the customer has to provide some further information after the cal.

 

Issue in this case

The SLA [first reply time] does not count this call as first reply and it does not stop.

Actual the first reply has to be a public comment.

 

Proposal

The SLA [first reply time] has to consider that agents can also call the customer.

Calls should count as first reply action.

    5 replies

    Taylor12
    • Taylor12
    • December 3, 2020

    +1 - !00% agree with this suggestion and we could really use this functionality!

      Greer
      • Greer
      • April 3, 2021

      We also need this functionality. We use an answering service for low volume times, and we expect our agents to call the user back. We may be on the phone with the user for a few minutes, and then spend another not insignificant amount of time writing a follow up response to "count" our first reply time. But really, we replied as soon as we called back. There seemed to have been a way to do this in Insights (which we never used) and there doesn't seem to be a way to do this in Explore. If there's not a way to track this, is the suggestion to send the user an initial informationless email just to "stop the clock" on FRT so we can get a more accurate measure? Do we have to create a bunch of extra custom fields for this so we can track those instead?

        Matthew14
        • Matthew14
        • Newcomer
        • September 1, 2022

        Similarly, i'd like to add side conversation as a way of measuring first reply.

        Q
        • Quinn14
        • July 19, 2023

        Same here. :( This functionality is needed.

        Scott17
        • Scott17Employee
        • Employee
        • March 19, 2024

        I'm the Product Manager for our SLA functionality and I wanted to share an update with you. We have a plan to address this in 2024. We will be introducing new capability to our customers to customize exactly how SLA targets get activated and fulfilled. In this case, we will introduce the ability to fulfill a First Reply Time SLA by leaving an internal note. 

        Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.

        Thank you again for your feedback and for being a valuable customer with Zendesk.

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