How Ticket Response Times are Calculated

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 14.x and earlier.

There are a few ticket reports available within SmarterTrack that reference "Response Time." However, the idea of response times can be confusing, so this article attempts to explain how response times are calculated in SmarterTrack.

First things first, response times are based on ticket "actions." A ticket action is any change in ticket status, such as a reply sent back to the customer or if a ticket is reassigned or transferred, either manually or via an Event. One thing to note: if a customer responds to a ticket BEFORE an action is performed on it, the response time is not affected.

The next thing to consider is business hours. By default, response times are calculated based on the Business Hours that are set and in use by the Department the report is generated for. This will not include time that passes during holidays or off-hours. This may result in some response times being 0, since it's possible for a message to come in and an action to be performed completely outside of whatever business hours are set for the Department.


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