First reply time (FRT) is one of the metrics available in Zendesk's Insights reporting and analytics suite, and it can be incredibly helpful when trying to understand your customer satisfaction levels.
Put simply, FRT counts the number of minutes between the time a ticket is created, and the timestamp of the first public agent comment on that ticket. The calculation is just a bit more nuanced than that, however. There are a few other factors that can impact the number of minutes to FRT, including events that may pause or cancel the calculation. Below are lists of starting, stopping, pausing, and canceling events that can impact your FRT numbers, as well as similar events that do not impact your FRT numbers.
For more information on FRT and Insights metrics:
- The ticket is submitted by a user.
- The ticket is submitted by an agent on behalf of a user.
- The ticket is shared by another Zendesk account.
- If you have set business hours, the above events only start the clock if the ticket is submitted during those hours. Tickets submitted during off hours start marking time at the beginning of the next business period.
Note: This will only impact Insights. It will not be reflected on the native Reporting Overview.
The FRT clock STOPS and calculates FRT when:
- The first public comment by any agent is made, whether they are assigned to the ticket or not, if the ticket was created by an end-user.
Note: The ticket description comment, which is created when a ticket is initially submitted, is a special case, and does not impact the FRT metric. See About ticket fields for more information.
- The second public agent comment is made, if the ticket was created by an agent on behalf of an end user.
- For tickets created via public sharing agreements, the first public comment by any agent from the receiving or sending account.
- For the tickets created via private sharing agreements, the first private note by any agent from the receiving account or the first public comment by any agent from the sending account.
The FRT clock PAUSES when
- Business hours (if set) for the company end. The clock re-starts at the beginning of the next business period.
The FRT clock stops the calculation and gives it a NULL value (effectively cancelling the clock) when:
A ticket is marked Solved with no public comment added.Note: Until a ticket is marked Closed, an agent can add a public comment to a Solved ticket and re-start the first reply time clock.
- For tickets created via private sharing agreements, a ticket is marked Solved with no private note added by agent from the receiving account and no public comment added by any agent from the sending account.
Events that DO NOT IMPACT the FRT clock include:
- A ticket is assigned to an agent.
- An agent adds an internal (not public) comment to the ticket.
- An agent makes an update using a web service (API).
- The end user adds a comment to the ticket.
- The ticket status is changed.