Tips, Tricks & Best Practices

WHamsiou
Member

First Contact Resolution Rate

SOLVE

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 !

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LouiseHare
Solution
Top Contributor | Partner
Top Contributor | Partner

First Contact Resolution Rate

SOLVE

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 Hare she/her

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louisemhare.com

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4 Replies 4
Mariska
Participant

First Contact Resolution Rate

SOLVE

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

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LouiseHare
Top Contributor | Partner
Top Contributor | Partner

First Contact Resolution Rate

SOLVE

Hi @Mariska,

 

This is a contact property.

 

Thanks,

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Louise Hare she/her

Freelance HubSpot Expert

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If my reply helped to answer your question please mark it as a solution to make it

easier for others to find! 

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LouiseHare
Solution
Top Contributor | Partner
Top Contributor | Partner

First Contact Resolution Rate

SOLVE

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,

LouiseHare_0-1709049411269.png

Louise Hare she/her

Freelance HubSpot Specialist 

louisemhare.com

Want to chat HubSpot?

LouiseHare_1-1709049411271.png

 

If my reply helped to answer your question please mark it as a solution to make it easier for others to find!

mjscanlan
Participant

First Contact Resolution Rate

SOLVE

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'.

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