First Response Time (FRT), sometimes also referred to as First Reply Time, represents the time between when a ticket is initially created and when the first public reply is sent. In Tymeshift's reporting, First Response Time is represented as the average FRT.
Formula: Time of first public reply - Time ticket is created
= First Response Time
Note: First Response Time does not account for any business hours you have configured in Zendesk. Rather, it represents the total clock time between when a ticket was created and when the first reply was sent, regardless of the time your support organization was open.
- A ticket is created by an end user in Zendesk Support
- A public reply on the ticket is sent by an agent
The time between those two actions represents the First Response Time for a ticket
Common uses of First Response Time
FRT is a great way to understand, on average, how long your customers have to wait to receive a reply after opening a support ticket.
Downfalls of First Response Time
FRT only measures the time of the first reply. Thus, this metric won't give you any visibility into how long subsequent replies take. Additionally, FRT may not be the best way to measure an agent's performance if you use a gatekeeper to assign tickets. In this case, it's best to use the First Response after Assigned Time metric instead.