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Time to first response - changing status could also be a response

This is a really useful gadget for us to measure SLA but changing a new ticket to 'in progress' is also a response to the customer. Why does the gadget only consider a comment to be a response? is there a workaround?

5 answers

1 accepted

3 votes
Answer accepted

the workaround we found was to use the 'Average Time in Status' and then filter on issues in new state. this works fine for us since first response by our definition is when something is moved from new to in progress.

Brilliant! Thanks.

I thought this was a bug until I found this thread - as it stands now the gadget should be called "Time to first comment" - the current name is misleading.

I have exactly the same question.

I thought this was a bug until I found this thread - as it stands now the gadget should be called "Time to first comment" - the current name is misleading.

I thought this was a bug until finding this thread - as it stands today this feature should be called "time to first comment" since it doesn't actually show the time to first response (changing the status of a ticket from "submitted" to "in queue" in my case).

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