Why did my first response time jump in Gorgias?
The Gorgias help pages give 3 common reasons. The first to rule out: An automated first message does not stop the clock, so first response time waits for the first human reply.
What causes it?
An automated first message does not stop the clock, so first response time waits for the first human reply.
In the Gorgias help:
Messages from AI Agent, Rules, and other automations don't count as a first response.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Hours outside business hours are counted, so tickets that arrive overnight or at the weekend can raise first response time.
In the Gorgias help:
Time outside business hours is included.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Tickets that never get a human reply are left out, so the mix of tickets behind the median can shift from day to day.
In the Gorgias help:
Only inbound tickets with at least one customer message and one agent message are included.
How metrics are calculated: Helpdesk performance, read 2026-11-12.
How do I check it myself?
Check which filters are applied before comparing first response time across reports, since filters carry from one view to the next.
In the Gorgias help:
Filters you apply also carry across tabs, so check the filter bar before comparing.
Gorgias Analytics: Helpdesk performance reports, read 2026-11-12.Compare with the same dates a year earlier to see whether a jump follows a seasonal busy spell.
In the Gorgias help:
The trend chart can show your selected date range next to the same dates one year earlier.
Gorgias Analytics: Helpdesk performance reports, read 2026-11-12.
How does Gorgias work with Feder?
- Connect Gorgias to Feder and it joins your Experience apps.
- When you connect Gorgias, 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 Gorgias, one of your Experience apps. Feder only reads. It never changes anything in Gorgias.
What else goes wrong with these numbers?
- Why did my closed tickets count change in Gorgias?Gorgias
- Why did my CSAT score drop in Gorgias?Gorgias
- 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 Gorgias 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.