Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Not as a standard metric. There is a good approximation, and it usually answers the real question better.
What exists
First reply time, and next reply time, which averages every reply after the first. There is no separate "second reply" or "third reply" measure.
Use requester wait time instead
It measures how long the customer spent waiting across the whole ticket, rather than how quickly any individual reply came.
That is nearly always the question underneath: not "how fast was our second reply" but "how much of this ticket did the customer spend waiting for us".
Why the distinction matters
A ticket with an excellent first reply and four days of silence afterwards looks good on first reply time and terrible to the customer. Next reply time and wait time are what expose that.
If you genuinely need reply number two
It can be derived from the ticket updates dataset by counting agent comments and looking at their timestamps. It is a calculation rather than a setting, and it is worth being sure the question justifies it.
The usual reason for asking
A commitment written as "we reply within four hours", meant for every reply rather than the first. Where that is the case, an SLA policy on next reply time enforces and measures it directly, which is better than reporting on it afterwards.
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