Response Time Report

From data to decisions: A deep dive into ticketing system reports

Every organization that interacts with its customers should have an established timeframe for how soon an agent is expected to send the first response and any reply to any follow-up messages. 

It's common for the support team to operate under  a service level agreement that requires the first response to any customer ticket to be sent within one hour of ticket creation.

If a team has 10 agents, the manager does not need to check each ticket to see if the response time SLA is met. Instead, the response time report can help identify whether all responses are sent on time or if there is a delay.

What are time-based reports?

Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring, and visualizing data, these reports allow us to evaluate performance, spot trends, and make better decisions. They enable businesses to monitor efficiency, productivity, and operational effectiveness.

If a ticket was raised on February 23, and the response was sent on February 28, the manager can review the details to understand why there was a delay. This might be due to reasons such as holidays, a mistake by a new agent who is unfamiliar with the process, or unusually high demand for support. By identifying the cause, the manager can offer more training on SLA processes, adjust the way agents' workloads are allocated, or arrange for extra help during holidays to ensure timely customer responses in the future.

Example of response time reports

Suppose a ticket was raised on February 23rd about a patient’s health concern, and the response was sent on February 28th. In this case, the hospital manager can review the details to see why there was a delay in addressing the patient's needs. This delay may be caused by factors such as holidays affecting staffing levels, staff being unfamiliar with the ticketing process related to patient care, or an increased workload resulting from a sudden rise in patients.

By figuring out the cause of the delay, the manager can take proactive steps. For example, they could provide more training on the standard procedures for handling patient inquiries to ensure all staff understand the process. The manager might also adjust the workload by redistributing cases among staff or bringing in temporary help during busy times or holidays.

Another strategy is to form a dedicated task force to handle customer inquiries during peak periods to provide quicker responses. By tackling these issues, the organization can improve its operations and ensure timely responses to ensure customer satisfaction.

Availability: All paid versions

Specific attributes of the report

• Ticket ID: Zoho Desk identifies and distinguishes tickets using a unique reference number called a ticket ID.
• Subject: The ticket subject is typically a summary or description of the issue the customer is experiencing.
• Ticket owner: Owner of the ticket.
• Contact name: The customer's contact name.
• Event owner: The owner of the event.
• Event team: The change in the ticket's status.
• Responded by: The name of the agent who responded to the customer's ticket.
• Agent responded time: The time the response was sent.
• Agent response time: The total time taken to respond to the ticket.
• Team response time: The time the team responded to the ticket.
• System response time: The total time the team took to respond to the ticket
• Is first response: Confirms if this is the first response in the conversation's thread.
• Status: The current status of the ticket.
• Status during event: The status of the ticket at a particular point in time.
• Channel: The channel through which the ticket was submitted.
  

Importance of response time reports

Response time reports are important for support systems. They measure how quickly agents reply to customer inquiries.

• Enhance customer satisfaction
• Easily promote customer loyalty
• Enable performance tracking
• Drive operational efficiency
• Support data-driven decisions
• Reinforce brand reputation
  

Analyze and improve response times with reports 

By closely examining both our first response times and the tickets that require more attention, the support team can gather valuable insights from every customer interaction. This continual analysis of response time reports allows us to identify patterns and areas for improvement, ultimately enhancing our overall performance and ensuring a superior experience for our customers.

Please stay tuned for more articles in our Desk Reports series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team

Also read:

Time-based reports

• Resolution Time Report
  

• Topic Participants

• Kavya Rao Addepalli

  

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

  Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• Zoho Desk Cheat Sheet For The Year-End

  Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

• Recent Topics

• What matters more in Zoho implementations: tools or system architecture?

  I recently worked on a full-stack migration for a catering equipment business using Zoho One with Shopify, and it raised a few interesting observations. The setup included migrating a large product catalog (around 9,700+ SKUs), integrating multiple supplier

• Facturation électronique 2026 - obligation dès le 1er septembre 2026

  Bonjour, Je me permets de réagir à divers posts publiés ici et là concernant le projet de E-Invoicing, dans le cadre de la facturation électronique prévue très prochainement. Dans le cadre du passage à la facturation électronique pour les entreprises,

• [Webinar] Solving business challenges: One tool for documents, forms, PDFs, e-signatures, and more

  Hi Zoho Writer users, Most businesses rely on multiple tools, such as a word processor, form builder, e-signature provider, and PDF editor, for their document workflows. Managing multiple subscriptions, switching between tools, and moving data across

• Deposit on invoice

  I'm trying to figure out how to customize an Estimate to include a Deposit/Retainer Invoice line within the Estimate. I tried creating my own custom field called "Deposit" where I manually inputted the deposit amount, which was nice. However, my employer

• Zoho NOTEBOOK: What are file size restrictions?

  I understand that Zoho NOTEBOOK is a free product, and what it offers is great. But I'm wondering what the file size restrictions are. When I record an audio note in Zoho Notebook, what is the maximum length of recording time/audio file size? When I wish to upload MP4 video, what is the maximum video size I can upload per Zoho Notebook restriction? Moreover, does Zoho Notebook use its own storage structure, or can I upgrade my storage for Zoho Notebook to add larger file attachments, videos and audio

• Concern Regarding Stock Validation in Inventory Management

  Hi Zoho Team, We would like to highlight a concern regarding stock validation in the inventory system. As per standard inventory management practices, if the stock level is zero, the system should not allow users to create a shipment, packing slip, or

• Automation Series #2: SLA vs Supervisor Rule in Zoho Desk

  SLA vs Supervisor Rule: Keeping tickets on track in Zoho Desk This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused automations

• Zoho Recruit - Email Relay

  Good day, Has anyone succeeded in setting up an email relay for Office 365? If I add the details from https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-8361e398-8af4-4e97-b147-6c6c4ac95353, I get the connection error. Regards, Eka

• Better use of contacts

  Zoho inventory has the ability to add multiple contacts to customers. However Zoho inventory doesn't currently provide a way to link a contact to objects like sales orders. This means that while you can tell what company has placed a sales order you can't

• Notebook AI limits

  Hi folks, Working with the AI transcription tools in Notebook, on the Mac App, which I find quite handy, but the one thing I am struggling with is the inability to either edit or copy the results of the transcript: I can't click in any of the boxes, and

• Disappointment with Zoho Payments

  Dear Gowdhaman, I am writing to inform you that I am removing Zoho Payments from my website. I cannot continue to disappoint my customers due to the lack of UPI support, as has been the case with my experience so far. Please note that the 0.5% transaction

• Zoho Commerce B2B

  Hello, I have signed up for a Zoho Commerce B2B product demo but it's not clear to me how the B2B experience would look for my customers, in a couple of ways. 1) Some of my customers are on terms and some pay upfront with credit card. How do I hide/show

• Rename system-defined labels in Zoho CRM

  Renaming system-defined labels is now available across all DCs. Hello everyone, Zoho CRM includes predefined system fields across modules to support essential CRM operations. Until now, the labels of these fields were fixed and could not be edited from

• Introducing parent-child ticketing in Zoho Desk [Early access]

  Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

• Separate Items & Services

  Hi, please separate items and services into different categories. Thank you

• Log a call: Call Duration for Inbound is mandatory but inbound is optional

  Hi Team Can you advise on why the call duration for the inbound call type is a mandatory field? We have a use case where we are manually logging a call but do not use the call duration field. The field does not have the option to make it non mandatory

• Zoho Sign 2025–2026: What's new and what's next

  Hello! Every year at Zoho Sign, we work hard to make document signing and agreement execution easy for all users. This year we sat down with our head of product, Mr. Subramanian Thayumanasamy, to discuss what we delivered in 2025 and our goals for 2026.

• New Account, Setting up Domain Question

  Hello, I recently set up a new account with a custom domain. But after paying and setting up my account, it says OpenSRS actually owns the domain, and I have to sign up with them to host my site. But OpenSRS wants to charge me $95, which is ridiculous.

• 【開催報告】東京 Zoho ユーザー交流会 NEXUS vol.1 ～ データドリブン経営・少人数組織のCRM活用・AIエージェントの最前線 ～

  ユーザーの皆さん、こんにちは。 コミュニティグループの中野です。 2026年3月27日（金）、東京・新橋にて「東京 Zoho ユーザー交流会 NEXUS vol.1」が開催されました。 今回は「マーケティング領域のZoho 活用法 × AI」をテーマに、ユーザーさん2名による事例セッション、Zoho 社員によるAIセッションなどを実施しました。 ご参加くださったユーザーの皆さま、ありがとうございました！ この投稿では、当日のセッションの様子や使用した資料を紹介しています。残念ながら当日お越しいただけなかった方も、ぜひチェックしてみてください。

• Monthly Webinar : Getting Started with Zoho LandingPage

  Our monthly Getting Started with Zoho LandingPage webinar is back! If you're building your first page and want a little guidance, this is where to start. Learn how landing pages fit into your strategy, generate leads, and improve conversions. Here’s what

• Mass emails - Allow preview of which emails will receive the email based on the criteria

  Feature request. Please allow us to view and confirm the exact recipients of the mass emails based on the criteria we've chosen before sending. It can be quite sensitive if you send the mass email to some wrong accounts accidently, so it would be great

• Limitation in Dynamic Constant Sum Based on Previous Question Selections in Zoho Survey

  Zoho Survey supports the Constant Sum question type, allowing respondents to distribute a fixed total (such as 100) across a set of options. However, it does not support dynamically populating these options based on selections made in a previous question.

• SAP Business One(B1) integration is now live in Zoho Flow

  We’re excited to share that SAP Business One (B1) is now available in Zoho Flow! This means you can now build workflows that connect SAP B1 with other apps and automate routine processes without relying on custom code. Note: SAP Business One integration

• sync two zoho crm

  Hello everyone. Is it possible to sync 2 zoho crm? what would be the easiest way? I am thinking of Flow. I have a Custom Module that I would like to share with my client. We both use zoho crm. Regards.

• CRM Client Script Buttons

  Hello, Client Script ZDK list button functions, but I am not sure how to interact with them. I tried a few methods of getting the API name for a custom button, but no luck. Any ideas where the button API names are stored? Also, custom buttons must be

• Import MSG to Yandex Mail Account | Fast & Reliable Solution

  If you are facing problem to import MSG files to Yandex Mail account can be challenging if done manually, especially when handling multiple files. A reliable solution is using the MacGater Mac MSG Converter, which simplifies the entire process with accuracy

• Copy all reports in a folder

  I currently have a database that I need to create multiple charts filtered by market. All of the charts are identical, I just change to of the filters and then I have the next market's set of charts. The only way I've been able to copy charts (reports)

• OpenURL working Intermittently

  Never had this issue before, everything was working fine up to a few days ago. We have a buttons on reports to open forms with pre-filled fields. Now, there are instances where it will throw and error and gives no feedback. What is really strange is not

• Zoho Recruit mailserver get blocked by Microsoft!

  Hi, We have experienced this issue twice now, where Zoho Recruit outbound IP addresses are being blocked by Microsoft. We are confident that Microsoft is the blocking party, as all outbound emails to candidates with @hotmail.com, @live.com, and @outlook.com

• Calculate Hours Minutes Sec in Zoho Creator Using Deluge

  check_In = "8-Aug-2023 10:00:00".toDateTime().toLong(); checkout = "8-Aug-2023 18:00:00".toDateTime().toLong(); //difference = start.timeBetween(end); check_In = "8-Aug-2023 17:56:50".toDateTime().toLong(); checkout = "8-Aug-2023 18:00:00".toDateTime().toLong();

• Build Smarter Apps with AI in Zoho Creator

  Build Smarter Apps with AI in Zoho Creator This is truly the era of AI, and businesses that adapt now will lead tomorrow. Zoho is already moving ahead in this direction, continuously evolving its platform with powerful AI capabilities. With Zoho Creator,

• Zia Dashboard Insights : turn your dashboard into decisions

  When you look at a chart or KPI in a dashboard, you would possibly see something like: Revenue: $2.4M ↓ 18% vs last month. It can be a positive growth or a negative one, or a dip in revenue, a spike in deals, a slowdown in renewals—all you usually see

• Tickets without registration

  Hi, would it be possible to give customers the opportunity to be able to read their tickets without registration?

• Zoho Desk Answer Bot vs. Zia Agents – Knowledge Base & Ticket Access

  Hi everyone, I’m currently evaluating AI options in Zoho Desk and ran into some limitations with the Answer Bot: Answer Bot limitations Only uses Knowledge Base articles No access to tickets Limited control over sources: Either one Help Center or all

• Como estruturar automações eficientes no Zoho Creator

  Como estruturar automações eficientes no Zoho Creator Introdução No contexto de aplicações empresariais, automação não é apenas uma conveniência, é um fator crítico para ganho de produtividade, redução de erros e escalabilidade operacional. O Zoho Creator

• Changing the status of a work-order

  Is there a way to change the status of a work-order?

• Online Payment Fees

  We don't take many online credit card payments so the merchant service provider (PayPal) charges us the 2.9% fee for processing the amount. I would like the ability for the fee to be automatically added to the total amount for "ease of payment". We'd

• Zia Agents in Zoho CRM: a better way to set up digital employees

  Hello everyone, If you've been using Zia Agents in Zoho CRM, so far using Connections was the only deployment method you're familiar with. You create an agent in Zia Agents (define its objective, write instructions, use tools, add knowledge base) and

• Bank Feeds

  Since Friday my bank feeds wont work. I have refreshed feeds, deactivate and reactivate and nothing is working

• Logged out

  Hi, just been working on a sheet when a pop up box appeared telling me I'm going to be logged out in x number of seconds and if I reload I may lose any edits, or words to that effect. It did indeed log me out and I did indeed lose my last edits. Any idea

• Next Page