Why did my average first response time jump in Freshdesk?
The Freshdesk help pages give 3 common reasons. The first to rule out: Reports count response time only within your business hours.
What causes it?
Reports count response time only within your business hours.
In the Freshdesk help:
The time period within Business hours would only be considered for calculating the response time metrics in the Reports.
Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports? : Freshdesk Support, read 2026-11-12.A ticket counts toward the average in the period its first reply went out, not the period it was opened in.
In the Freshdesk help:
Only the tickets whose first response was sent during the selected time period will be taken into account.
Freshdesk Support article: Average first response time (Helpdesk In-depth report), read 2026-11-12.A ticket that started as an outbound email has a first response time only once the customer has replied to it.
In the Freshdesk help:
For outbound emails, the first response time is considered only if the customer responds to the initial email.
Freshdesk Support article: Average first response time (Helpdesk In-depth report), read 2026-11-12.
How do I check it myself?
If your plan includes ticket drill-down, open the tickets behind an unusual value to see which ones pulled the average up.
In the Freshdesk help:
You will be able to deep-dive into one particular property value by clicking on the corresponding bar.
Freshdesk Support article: Average first response time (Helpdesk In-depth report), read 2026-11-12.If your plan lets you filter the report by agent or group, remember the tickets shown are the ones that person or group replied to, not the ones assigned to them.
In the Freshdesk help:
When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.
Freshdesk Support article: Average first response time (Helpdesk In-depth report), read 2026-11-12.
How does Freshdesk work with Feder?
- Connect Freshdesk to Feder and it joins your Experience apps.
- When you connect Freshdesk, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Freshdesk, one of your Experience apps. Feder only reads. It never changes anything in Freshdesk.
What else goes wrong with these numbers?
- Why did my CSAT score change in Freshdesk?Freshdesk
- Why did Freshdesk resolution time change for a past period?Freshdesk
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Freshdesk help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.