I want to have a meaningful first response time to provide current and potential customers. What sorts of activities will trigger that on a ticket? Do I have to put a note in? Does it have to be public? Can I simply assign a ticket to myself? Do I have to change the status from New? (etc and etc)
Average First Response Time is the difference between when the ticket was created and when the first manual public comment was sent out to the customer. The autoresponder is not counted on this response time. So a first response is the first manual public/external comment made on a ticket.