Glossary
First reply time
Also called: FRT · First response time · Time to first response
First reply time is the time between a customer’s first message and the first real reply from the team, often counted only within working hours.
First reply time is one of the most watched support measures, because it is the wait the customer feels first. Automatic acknowledgements usually do not count; the clock stops at the first answer written for that customer.
Teams report it as a median or as the share of requests answered within a target, since a few very slow replies distort an average. It is usually set per priority as part of a service level.
A fast first reply that only says “we’re looking into it” improves the number without helping the customer, which is why teams track next reply and resolution time beside it.
How Risti does it
In Risti, First reply is one of three targets under Settings › Workflows › Service levels › Deadlines by priority, set in minutes, hours or days for each priority. With Count working hours only on, the clock runs only within the working hours you set.
With What customers are told on, customers get “Your request AC-1042 is received — we’ll reply soon.” when a ticket is made. Tickets close to their deadline are marked as due soon at the point you choose.