Free tool
Response time benchmark
Enter your median first-response time and see how it compares to simple benchmarks for email support on UK business hours.
Make it stick
Three things that move first-response time
- Give every email an owner, so nothing sits unclaimed while everyone assumes someone else has it.
- Use saved replies for the questions you answer every week, so the first reply is fast and consistent.
- Put a first-response SLA timer on the queue with a breaching view, so the oldest unanswered tickets rise to the top.
FAQ
About response times
What is a good first-response time for email support?
For a small UK team on email, a reply within one working day is good, within a few hours is strong, and within an hour is excellent. Measure on business hours rather than wall-clock time, so an overnight email is not counted against you.
How do I improve first-response time?
Give every email a clear owner so nothing waits unclaimed, use saved replies for the questions you answer often, and put a first-response SLA timer on the queue with a breaching view so the oldest unanswered tickets surface first.
Tighten your first response
Ownership, saved replies and SLA timers, in one queue.