# First Contact Resolution Rate **URL:** \ **Category:** Tips, Tricks & Best Practices\ **Tags:** enterprise\ **Created:** [February 27, 2024, 1:29pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193 "2024-02-27T13:29:23Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![WHamsiou](https://avatars.discourse-cdn.com/v4/letter/w/8797f3/32.png) [@WHamsiou](https://community.hubspot.com/u/WHamsiou)\ **Post date:** [February 27, 2024, 1:29pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/1 "2024-02-27T13:29:23Z")
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 ! ---
**Author:** ![LouiseHare](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/louisehare/32/49547_2.png) [@LouiseHare](https://community.hubspot.com/u/LouiseHare)\ **Post date:** [February 27, 2024, 3:58pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/2 "2024-02-27T15:58:06Z")
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, | ![](https://d2qpr2jzcazej7.cloudfront.net/original/3X/1/9/1971c7175449ce1de853aa907c98f7383c08d4c4.png) | | Louise Hareshe/her | | _Freelance HubSpot Specialist_ | | [louisemhare.com](https://louisemhare.com/?utm_source=hubspotcommunity&utm_medium=social) | | [Want to chat HubSpot?](https://meetings-eu1.hubspot.com/harelouise) | | ![](https://d2qpr2jzcazej7.cloudfront.net/original/3X/f/1/f1382ad94e6b6c1d878ac2c7603810974e367aff.png) | | If my reply helped to answer your question please mark it as a solution to make it easier for others to find! | ---
**Author:** ![mjscanlan](https://avatars.discourse-cdn.com/v4/letter/m/f14d63/32.png) [@mjscanlan](https://community.hubspot.com/u/mjscanlan)\ **Post date:** [February 11, 2025, 4:07am UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/3 "2025-02-11T04:07:17Z")
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](https://knowledge.hubspot.com/records/manually-log-activities-on-records) 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’. ---
**Author:** ![JJovanovic](https://avatars.discourse-cdn.com/v4/letter/j/58f4c7/32.png) [@JJovanovic](https://community.hubspot.com/u/JJovanovic)\ **Post date:** [March 4, 2025, 4:54pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/4 "2025-03-04T16:54:13Z")
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. ---
**Author:** ![Mariska](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mariska/32/39641_2.png) [@Mariska](https://community.hubspot.com/u/Mariska)\ **Post date:** [April 16, 2024, 1:28pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/5 "2024-04-16T13:28:42Z")
Hi, I don’t have ‘Number of times contacted’ as an option in my filters. Where do I get that? ---
**Author:** ![LouiseHare](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/louisehare/32/49547_2.png) [@LouiseHare](https://community.hubspot.com/u/LouiseHare)\ **Post date:** [April 17, 2024, 10:33am UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/6 "2024-04-17T10:33:02Z")
Hi @Mariska, This is a contact property. Thanks, | [![](https://d2qpr2jzcazej7.cloudfront.net/original/3X/2/c/2c4c27aa5080ed14205c6de27af8470e3d90a2e7.png)](https://www.linkedin.com/in/louise-hare/) | | 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! | ---
**Author:** ![jstntym42](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jstntym42/32/99541_2.png) [@jstntym42](https://community.hubspot.com/u/jstntym42)\ **Post date:** [July 24, 2025, 7:44pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/7 "2025-07-24T19:44:33Z")
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. ---
**Author:** ![jstntym42](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jstntym42/32/99541_2.png) [@jstntym42](https://community.hubspot.com/u/jstntym42)\ **Post date:** [October 10, 2025, 8:14pm UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/8 "2025-10-10T20:14:06Z")
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. ---
**Author:** ![JJovanovic](https://avatars.discourse-cdn.com/v4/letter/j/58f4c7/32.png) [@JJovanovic](https://community.hubspot.com/u/JJovanovic)\ **Post date:** [October 11, 2025, 6:22am UTC](https://community.hubspot.com/t/first-contact-resolution-rate/101193/9 "2025-10-11T06:22:31Z")
To add to this solution, you can read on Coaching here -[Use the help desk coaching page](https://knowledge.hubspot.com/help-desk/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.