First Reply or Response Time (FRT) Report How-To

More Information

If you want more details on how to understand the displayed graphs, or how First Reply and First Response Time differ, and why you should definitely measure these metrics for good service management, please read this explanation of our Guide: First Reply or First Response Report.




To navigate to the Report Builder Home screen to create meaningful reports, you need to click on Apps > Report Builder

By default, you will be directed to the report creation menu. Here you can see the ready to use reports sorted into topics like Agile, ITSM or others.

By clicking Show all reports, you will see all available reports without the subject filtering.

Now, click on First Reply or Response Time (FRT)

to be navigated to the report creation menu.

How to use the First Reply or Response Time (FRT) report

By default, First Reply Time is set as the metric. Select here if you want to analyze this or First Response Time.

To create meaningful reports, you can now filter by projects. Thereby, you are not limited to one project, but can select multiple projects.

You can also apply filtering to epics or certain issues.


Apply any predefined filters or if you would like to define your own filters in a filter menu in Jira, you can, of course, do that as well.


Another filter option is to include parent or/and child issues. This is especially valuable when filtering individual issues. If you filter entire projects, all tickets that are in the project will be displayed.

Also, you can switch from the more basic view to the JQL view – filtering the way you prefer.

After selecting the project(s), you can choose for how many days you want to look in the past. On default, it’s 30.

Please note: In the current version, you have the option to type in a number to show all previous days. If you want to define a time frame further in the past with some exceptions maybe, you can use JQL. In the next version, we will also cover this use case with a calendar view.

And you can decide how to group the data, by days, weeks, or months.

Next, please decide on the measurement type. These are your options:

Then, you can decide about the time tracking unit to be displayed, days, hours, or minutes, depending on your usual Reply/Response time and individual requirements.

Choose your options, click update and your report will be created.



If you click Show Data Table, you will see the exact first responses for the corresponding time frame.



You can also Show Report Sources, meaning it will see all the tickets where responses were given, with the summary, additional data and the links to the issues.



The third checkbox allows you to show tickets without any response or reply, meaning you can track which type of issue causes problems within your team.



When you’re satisfied with the appearance and filtering of your report, you may click Add to My Reports


and the report will be added to your personal list of reports.

Now, you can delete or edit it further by clicking on the pen icon.

Editing your First Reply or First Response Time Report

Like many of our Report Builder report types, the First Reply or First Response Time Report can be comprehensively customized after creation. Permission schemes, ownership, and editing access can be defined. If you have the appropriate skills, you can customize the HTML template and report logic directly in the code! Read our Creators Guide developer interface article to see detailed instructions.

Export your Report

You can export the entire report as a PDF, JSON, PNG, print, or CSV. See all the details in our Export Guide.

How to create the report from the Jira dashboard

All Report Builder reports can be created directly from scratch in the Jira dashboard or imported to it using a gadget. Here’s our Dashboard Gadgets Guide.