When we grouped tickets by the hour that they were created and then looked at average first reply times (FRT), the trend is somewhat intuitive: Tickets submitted outside of normal business hours have the slowest FRT. However, things tend to speed up when tickets are submitted around 9:00 a.m., after the tickets submitted from the night before have been dealt with but before the tickets from the day have begun to accumulate. Finally, FRT hits a peak around 6:00 p.m. when much of the support staff leaves for the day and non-urgent tickets may have to wait 12-14 hours before the next fully staffed shift begins and agents start tackling the queue.

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