Tips for lowering first reply time

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  • Jullian Agostinho


    We use many triggers to send auto-replies when customers contact us outside of business hours. Many of those set the ticket status to 'Open', considering it would positively impact our FRT and contribute to following our SLA policy. However, this is different from the expected behaviour, as our first reply time increases as time goes by.

    I saw a post saying that their auto-replies do the reverse, which has an impact on SLA. They'd like it to consider the first public comment from an agent - So if it does impact their SLAs and the FRT counts when the auto-reply is sent to the customer, why doesn't it happen with our auto-replies? From what I researched and found, only public comments contribute to FRT, so I need clarification. Can we set an auto-reply using triggers to impact FRT, especially outside business hours, positively? Thanks.

  • Christophe Tiraboschi
    Zendesk Customer Care
    Hi Jullian,
    Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
    Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
    The status of the ticket does not affect the way this is measured.
    You can find more details on how exactly the FRT works in this article:
    I hope this helps! Please let me know if you have any questions.

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