Glossary

First reply time

First reply time is how long until the first public agent reply. Xupport reports the median in a window up to 90 days.

Last updated 2026-10-09.

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In Xupport

First reply time (first response time) is the wait until a person on your team sends the first public reply. Xupport shows the median for the window you pick, up to 90 days. Merged tickets are left out.

It is not CSAT and not SLA, though all three sit on the same metrics page.

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Questions

Common questions

Does Xupport report first reply time?
Yes. Metrics shows the median first public agent reply for a window up to 90 days. Merged tickets are left out.

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First Reply Time | Xupport