First Response Time Calculator

First response time (FRT) is the amount of time that passes between a customer sending their first message on a support ticket and a human agent or AI assistant sending the first reply. It's one of the most closely watched customer service metrics because it directly shapes a customer's first impression of your support quality.

This calculator finds the difference between the ticket-created timestamp and the first-response timestamp. In calendar-time mode it counts every minute that passes. In business-hours mode it only counts minutes that fall inside your configured working days and hours, skipping weekends, holidays, and overnight gaps.

Benchmarks vary by channel: live chat customers typically expect a reply within a minute or two, social media within an hour, and email or ticketing systems within a few hours to a business day. AI-assisted first replies through tools like SupportGPT can often respond in seconds, which is why many teams compare AI versus human response times side by side.

No. All calculations run directly in your browser using the timestamps you enter. Nothing is uploaded or stored anywhere unless you explicitly click Copy summary or Download summary to export your own results.

Yes. Turn on business-hours mode, then choose your working days and hours, and enable 'Exclude weekends and holidays' to also skip Saturdays, Sundays, and any specific holiday dates you list. This gives a more realistic response time for teams that don't operate 24/7.

SupportGPT can send an AI-generated first reply within seconds of a ticket arriving, around the clock, across your website, product, and support channels. Teams often use this calculator to benchmark their current human-agent response times before and after adding AI-assisted first responses.