When in the life of a ticket is the first reply time recorded?
In reporting, the first reply time metric is calculated by measuring the time between the customer's first message on a ticket and the agent's following public reply. This applies to tickets created by the requester, but also to tickets created on behalf of the requester, by an agent.
In a ticket created by the requester emailing support directly, first reply time is calculated as the time between the requesters comment when the ticket was created, and the first public reply on the ticket from an agent.
In a public ticket created by the agent, on behalf of the requester, first reply time is calculated as the time between the proactive message and the agent's next public comment on the ticket.
For more information, see Calculating first reply time.
If you are interested in finding the specific calculated values for the ticket metrics, you can look at our API Documentation here.