Your article “11 Customer Service & Support Metrics You Must Track” correctly mentions FCR - but for some reason it’s not something that you can actually track by defualt in HubSpot!!
There’s a few questions on the forum about this, but the replies seem to miss the poiont of what we need to actually measure.
Why isn’t this included in the basic reporting tools? What is the simplest way to track FCR in HubSpot for tickets?
Hey @DKeating, Thank you for your feedback on tracking First Contact Resolution (FCR).
Although HubSpot doesn’t have a default FCR tracking feature, you can create a custom property to log FCR data and set up workflows to update this property when a ticket is resolved. Then, use custom reports to filter and calculate your FCR rate. We appreciate your input and are always looking to improve our tools.
I hope this helps,
Pam
Hey @PamCotton, could you give some advice on how that would work? I don’t want to rely on my team checking a box manually for if something was resolved on first contact, so I’m not sure how a property like this could be implemented as an automated value.
Here’s the revised reply with the updated link:
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You’re right; First Contact Resolution (FCR) is crucial but isn’t readily available in HubSpot’s default reporting tools. This is indeed a common concern, and there are some workarounds to track FCR more effectively. You might consider custom reporting or using additional integrations to capture this metric. For more detailed guidance, please read more. Let me know if you need further assistance!
The link in your post is dead. Could you please update or remove it? Thank you!