Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
Odwiedzasz Freshdesk.com z Polski? Odwiedź naszą polską stronę internetową, aby zobaczyć istotne informacje o naszych produktach, cenach i wydarzeniach w Polsce!
Back to Glossary
FRT is the time taken by the agent to respond to a ticket, the first time. The standard FCT is 15 minutes. It’s important to keep it as low possible as customers get frustrated when the first response from support takes a long time.
An agent’s FCT should be within the response due time (configured in the SLA policy). If an agent has a high average FCT but her tickets violate SLAs often, then it’s a sign that she has more tickets than she can handle.
Unlimited Agents. No strings attached. No credit card required
Sorry, our deep-dive didn’t help. Please try a different search term.