Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

Home > Success Center > Web Help Desk (WHD) > How to calculate the first response time for a WHD ticket

How to calculate the first response time for a WHD ticket

Table of contents

Overview

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

Environment

All Web Help Desk versions

Detail

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.

Last modified

Tags

Classifications

Public