{"id":4252,"date":"2026-05-29T21:17:41","date_gmt":"2026-05-29T21:17:41","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4252"},"modified":"2026-05-29T21:17:41","modified_gmt":"2026-05-29T21:17:41","slug":"first-response-time-frt-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/first-response-time-frt-zoho-desk\/","title":{"rendered":"First Response Time (FRT)"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">First Response Time (FRT) in Zoho Desk is the maximum time allowed between a ticket being created and the first agent reply sent to the customer. It is a core component of SLA policy and a key metric for measuring support responsiveness.<\/div>\n<div class=\"gt-section\">\n<h2>How FRT Is Measured in Zoho Desk<\/h2>\n<p>The FRT timer starts when a ticket is created and stops when an agent sends the first public reply. If the timer expires before a reply is sent, the FRT SLA is breached and escalation rules can trigger to alert supervisors.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>FRT and Business Hours<\/h2>\n<p>FRT calculations respect the business hours configured in the department. If a ticket arrives at 11 PM and the team works 9 AM to 6 PM, the FRT timer only counts time during business hours, preventing overnight breaches for non-24\/7 teams.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Improving FRT with Automation<\/h2>\n<p>Assignment rules and round-robin distribution reduce FRT by ensuring tickets reach the right agent immediately. Canned responses and reply suggestions from Zia also help agents send faster, accurate first replies.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A B2B software company commits to a 2-hour FRT for all Enterprise plan tickets. Zoho Desk&#8217;s SLA timer tracks this in real time. When a ticket approaches 1.5 hours without a reply, the system alerts the team lead, who reassigns the ticket to an available agent.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/resolution-time-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Resolution Time<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-escalation-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA Escalation<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/canned-response-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Canned Response<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is First Response Time (FRT) in Zoho Desk?<\/strong><\/p>\n<p>FRT is the time between ticket creation and the first agent reply. It is a key SLA metric. If FRT is breached, escalation rules alert supervisors so corrective action can be taken.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Does FRT count non-business hours in Zoho Desk?<\/strong><\/p>\n<p>No, by default FRT only counts time within configured business hours. A ticket arriving after hours won&#8217;t show an FRT breach overnight, as long as business hours are correctly set in the department.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>First Response Time (FRT) in Zoho Desk measures how quickly an agent sends the first reply to a new ticket, as defined by the SLA policy.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"First Response Time (FRT) | Zoho Desk Glossary","seo_description":"First Response Time (FRT) in Zoho Desk measures how quickly an agent sends the first reply to a new ticket, as defined by the SLA policy.","seo_keyword":"first response time (frt) zoho desk","seo_faqs":"[{\"q\": \"What is First Response Time (FRT) in Zoho Desk?\", \"a\": \"FRT is the time between ticket creation and the first agent reply. It is a key SLA metric. 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A ticket arriving after hours won't show an FRT breach overnight, as long as business hours are correctly set in the department.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4252","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4252"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}