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Adds FRT as a KPI shaped by working on tickets

Lyle Kozloff requested to merge lyle-add-frt-kpi-working-on-tickets into master

Why is this change being made?

In past processes we used FRT Hawk or Crew to shape our FRT KPI. This MR reflects that the way to shape our FRT KPI is in responding to tickets as part of the standard "working on tickets" workflow.

Relates to: gitlab-com/support/support-team-meta#3855 (closed)

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