When is first reply time recorded in reporting?

Question

When in the life of a ticket is the first reply time recorded?

Answer

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 requester's comment when the ticket was created, and the first public reply on the ticket from an agent. 

Note: A reply sent from a trigger or automation will not cause the First Reply Time metric to stop. This condition can only be met by having an agent reply manually to the requester of the ticket.

In a public ticket created by the agent, on behalf of the requester, the 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 this article: Understanding first reply time.

Note: The description in this article only applies to first reply time for reporting. In SLAs the First reply time target doesn't apply to tickets created by an agent. For more information on SLA's see this article: Defining and using SLA policies (Professional and Enterprise)