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The first response refers to the first reply from a support agent to a customer’s ticket. Usually from the support agent assigned to the ticket, this response is usually very important in tracking metrics and SLAs within a ticketing system.
The first response time is used to measure the time taken for a ticket to receive the first response from the time the ticket was created. This forms a key core SLA that is then used to drive automation and set support standards.
Frequently also, this metric is used in measuring support responsiveness and is used as a metric of the team’s effectiveness.