Support teams can now track response performance more accurately with two new fields in Support Box — First Responded At and FRT Duration. These additions enhance SLA monitoring and help teams deliver faster, more efficient customer support.

Key Improvements:

• First Responded At: Displays the exact date and time of the first response for any ticket, enabling better analysis of response patterns.
• FRT Duration (DD:HH:MM): Automatically calculates the time taken for the first response, helping teams measure SLA performance more precisely.
• Available In: Columns selector, Filters and Export File.
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Why It Matters:

• Better SLA compliance.
• Improved visibility into team performance.
• Faster identification of delays.
• More transparent response tracking.