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Whether you are working in a support or help desk team: Crucial for your success and customer satisfaction is your quick reaction to problems. In technical terms: The First Response Time or First Reply Time to tickets. In order to calculate the response time, a report has to track the time of the customer request’s entry and the time of the first status change made by a customer support representative. After you’ve calculated your First Response Time, you will also be able to calculate your Average First Response Time as well as your Median First Response Time.
In our Report Builder Gallery, we now offer a customizable report called First Response Time, which allows this kind of calculation.
The scope in the report can be configured in any way possible for Advanced Search with JQL.
For example:
project = “TEST” AND assignee = currenstuser () AND created > -1d
The report will now create the First Response Times for your current user, linked tickets to the project Test, with the creation date yesterday and today.
Read more about Advanced Searching with JQL
How the First Response Time is calculated
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