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First response time by agent

See weekly median first reply time by support agent and ticket priority. Use ticket created week, so open tickets with a reply still count.

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Someone typed

“show weekly median first reply time for the zendesk tickets by agent and priority, using the ticket created week, and use all tickets so open ones with a reply still count”

The agent read it as

Show weekly median first reply time for the Zendesk tickets export by agent and priority, using the ticket created week, and use all tickets so open ones with a reply still count.

What the agent built

1 step, each one an ordinary Mammoth step you can open and change.

  1. File
    Zendesk tickets export
    CSV export · 32 rows
  2. Step
    Group by week, agent and priority
    Step 1
  3. Result
    Weekly Reply Time
    32 rows
  4. Schedule
    Runs when you say
    Proposed

Checked on the sample files: every step ran, 32 rows came out.

What you get back

The result of that run, the rows to look at first.

Weekly Reply TimeSample data32 rows
Created weekAgentPriorityMedian first reply time (min)
2026-09-14Maya Chennormal18
2026-09-21Maya Chennormal24
2026-09-21Sofia Ivanovhigh31
2026-09-21Nina Patelurgent9
2026-09-28Maya Chenhigh38
2026-10-05Diego Alvarezhigh55
2026-10-12Jordan Kimhigh48
2026-10-12Diego Alvareznormal19
2026-10-19Owen Brookshigh34
2026-10-19Sofia Ivanovurgent13
2026-10-26Nina Patelhigh44
2026-10-26Owen Brooksnormal26
32 rows in the result · 12 shown, problems first. Sample data: illustrative figures, not business results.

How do you calculate first response time by agent?

Export your Zendesk tickets, then group the rows by ticket created week, agent, and priority. Use the first reply time field and calculate the median for each group. Keep all tickets in the export, including open ones that already have a reply.

How it works

How to use the Weekly Reply Time workflow

  1. 1Get early accessWe invite people in small batches, job by job. You'll land on this workflow, already built and checked on the sample files.
  2. 2Swap in your exportsUpload your own files as they come out of your tools. The agent checks the workflow on your rows.
  3. 3Change it in words, then turn it onSay what to change and see the new result before anything saves. Then choose when it runs.

Weekly Reply Time: questions

Which export should you use?
Use a Zendesk tickets export that includes ticket created date, agent, priority, and first reply time or a similar field.
What happens to rows that do not match a rule?
Rows that do not fit the grouping or filter rules stay out of that result. You can keep them for another workflow or adjust the rules so they match.
How do you change the rules?
Edit the text of the steps. Change the group by fields, the date field used for the week, or the value you calculate, then run the workflow again.

Get early access to this workflow

It will open already built and checked on the sample files. Swap in your own exports and see your result.

Early access opens shortly. Check back soon.

Book a demo

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