How is first response time calculated?

First Response Time (FRT) measures how long it takes for an agent to send the first reply to a customer ticket.

Calculation:

• Starts when the ticket is created
• Ends when an agent sends the first public reply
• Measured in business hours (based on your operating hours configuration)

What does NOT count as first response:

• Auto-response emails (automated acknowledgements)
• Private/internal notes
• System-generated messages

Only a manual reply from an agent to the customer counts as the first response.

View FRT metrics in Reports > Ticket Performance.