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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
08:26, 5 Apr 2017

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