Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Not as a separate metric. There is no "second reply" or "third reply" measure. What exists is next reply time, and it covers all of them: it measures the time between the oldest unanswered customer comment and the next public agent comment or autoreply.
Why that is usually the better answer
Most metrics are calculated once per ticket. First reply time, requester wait time and agent work time each produce one number. Next reply time is different: it can be calculated several times on the same ticket, once for every reply the customer was waiting for.
So you are not losing the second and third reply, you are getting all of them, and each is measured against the comment that was waiting. A ticket with an excellent first reply and four days of silence afterwards looks fine on first reply time and shows up immediately here.
What if you need reply number two specifically?
It can be derived from the ticket updates dataset by counting agent comments and reading their timestamps. That is a calculation rather than a setting, so it is worth being sure the question justifies the work.
Usually it does not. The reason people ask is a commitment written as "we reply within four hours" that was meant for every reply and not just the first. An SLA policy on next reply time enforces and measures that directly, which beats reporting on it afterwards.
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