First response time describes how long a request waits for its first reply. For example, Zendesk’s native first reply metric runs from ticket creation to the first public agent response. Its reports can measure this using calendar hours or business hours. Source: Zendesk: Ticket reply time

Define the clock before setting a target

Agree the start event, qualifying reply and working hours. State how automatic acknowledgements are treated in the chosen system. This gives advisers and managers a shared definition, so a reported improvement reflects the response the business intended to measure.

Separate different enquiry types

Review urgent in-trip requests separately from ordinary sales enquiries and keep the number of cases visible. Pair the measure with a check of reply quality. This helps the team judge whether people received useful help rather than rewarding a fast but incomplete answer.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.