First Contact Resolution Rate

Service Hub Tips, Tricks & Best Practices
1

Hello,
I would like to know if there is a way to track the First contact resolution rate.
I work in customer service and it would be usefull to know how many tickets did we closed by responding only one time to the client.
Thank you verry much in advance !

2

Hi @WHamsiou ,

Yes, you should be able to do this. Create a single-object ticket report and use the filters ‘Number of times contacted’ is equal to 1 and ‘Ticket Status’ is any of Closed. This report should show you the tickets that have been closed where you only contacted the customer once.

Hope this answers your question,

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Louise Hareshe/her
Freelance HubSpot Specialist
louisemhare.com
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3

Hi Louise - this is not what folks in the Support world mean when they say First Contact Resolution. HubSpot’s ‘Number of times contacted’ field is the total number of logged sales activities on a contact record, and is not related to a specific Ticket or Conversation (more commonly called a ‘Contact’ in the support world.) First Contact Resolution is the % of Tickets that are resolved with only one ‘touch’.

4

I have to second this.

We’d need a report that will give us a number of tickets in e.g. this month that were closed after only one reply by the service agent. It’s pretty simple.

5

Hi, I don’t have ‘Number of times contacted’ as an option in my filters. Where do I get that?

6

Hi @Mariska,

This is a contact property.

Thanks,

Louise Hare she/her
Freelance HubSpot Expert
If my reply helped to answer your question please mark it as a solution to make iteasier for others to find!
7

This ticket property, ‘Number of times contacted,’ counts communication in both directions (sent/received). I have a ticket with ‘Number of times contacted’ = 2. Both emails were sent from the customer to our team, so this won’t be accurate for FCR reporting.

8

There is now an FCR ticket property. I’m not sure when this was added. I stumbled across it in the Help Desk under Coaching>One Touch Tickets. It seems to work as expected.

9

To add to this solution, you can read on Coaching here -Use the help desk coaching page

However, you do need Service Enterprise… And it’s a separate Dashboard in that Coaching section, so it’s not going to be reported with the rest of the reports in your Dashboard.. Which seems a bit odd, but what can you do.