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How to calculate the first response time for a WHD ticket

How the First Response Time for each ticket is calculated in WHD.

First published date

11/29/2018 10:57 PM

Last published date

5/1/2020 5:17 PM

Overview

This article describes how the first response time for each ticket is calculated in Web Help Desk.

Product section

Web Help Desk

Resolution

The 1st Response Time is the difference in work hours between the ticket creation date (Open Date) and the date when the first tech note or status change in the ticket took place (1st Response Date).

The date the ticket was assigned and who made the update do not affect the 1st Response Time.

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