First Response Time can be two things depending which way you look at it.
From SLA point of view:
First Response Time = The maximum amount of time you can take to respond/reply to a ticket before a violation is raised
From Reporting of View:
First Response Time = The amount of time taken to respond/reply to a ticket
- If your customer send you a ticket. Your First Response Time is measured when you reply to him or her.
- If your customer replies again, if you reply a second time the First Response Time would not be affected. Your latest response would be a "Second Response" therefore it could only affect your average response time overall but not the first response time.
As far as I have understood, the first response time is the time between a ticket being created and the first response being sent to a customer.
In the SLA there is a response time, and that also starts counting each time the customer sends a new reply.
Hi,
The first response time on a ticket would be the time taken for an agent to put a first response on a ticket, since it's creation. I hope Antony has given a clear answer to your question.
Cheers!
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