TTS breaks its own record on Support First Reply Time

Having great solutions is the goal but there aren’t great solutions without great support teams.

At TTS we provide support for users around the world and we understand how important it is to have support tickets handled as quickly as possible.

The first step in handling a support ticket is to have it assigned to a support specialist who will analyze the ticket and provide the first response to the user.

To enable and manage our support team, we use Zendesk, the world-leading support system and one of the things they do is to measure and compare our performance against the industry.

The benchmark for First Reply Time (FRT) is 19.3 hours. For many months we have been keeping our FRT below the industry average, but in March 2015 we broke our own best times by reaching 3.6 hours FRT, putting us in the 10% fastest support teams in the world.