Hello!
I am not sure whether FRT would include spam & manually deleted tickets. An agent would triage his/her queues and could either mark the ticket as spam or manually delete it. Both cases would not require a reply to the requester. As such, does this affect FRT at all?
We are on a Team plan, and I don't think we can do anything about FRT metrics to exclude spam and deleted tickets. If so, how to solve the issue so that we don't constantly get hurt by the high number of FRT that could mostly come from those types of tickets.
Many thanks!