Is anyone aware of any good reports that would show initial response times for tickets? Or, is it even possible to calculate? The reports available for the helpdesk are pretty minimal. I would like to start get some statistics back out of the tickets. My initial thought was to look at how long it takes a tech to respond to the ticket initially. I think looking at closed/resolution times is a little unfair as something may be waiting for another vendor or out of the techs control.
