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Engaged Sweeper
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.