Response Time Report

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.
Quote
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

Idea

Also read:

Time-based reports

    • 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

    • Best way to share/download presentation files in Zoho without losing formatting?

      Hello Zoho Community, I often work with PPT/PDF files in Zoho Docs and share them with colleagues. While PDFs usually give a direct download option, I’ve noticed that PPT/PPTX files sometimes only open in the viewer without a clear download link. Is there

    • Workflow Failure - Notifications

      Good afternoon, I have just experienced an error whereby a Workflow failed, for a reason currently unknown. The problem is that one of my users had to flag this manually (thankfully he's very thorough) and this otherwise would have flown under the radar.

    • Introducing Bin Locations In Zoho Inventory

      Hello users, We are excited to let you know that your wait for the Bin Locations feature has now come to an end! Yes, you heard us right! We are here to introduce the much-awaited Bin Locations now in Zoho Inventory. But before we dive into the feature

    • Error "Invalid client task found corresponding properties" only when triggered from workflow ?

      Hi All, I am facing an error message I never encountered previously: Error in executing On Add - On Load script Error in executing thisapp.get_all_projects_api_call function. Line:(2) Error in executing thisapp.getAccessTokenFromRefreshToken function.

    • How to interpret Campaign report statistics - definitions/explanation

      I am trying to make sure I understand the Campaign report correctly Do you have a list of definitions for: Delivered - it has reached the recipient's inbox Campaign reach - is this the number that have opened the campaign email? Unique Opens Clicks/Open

    • Feature request - pin or flag note

      Hi, It would be great if you could either pin or flag one or more notes so that they remain visible when there are a bunch of notes and some get hidden in the list. Sometimes you are looking for a particular name that gets lost in a bunch of less important

    • Schedule a Call by Date and Time when a specific lead status is selected

      Hi Wanting to create a workflow where a call can be scheduled by date & time when a specific lead status is selected. Can only currently set the date by Due Date - Trigger Date - Plus 'x' day(s) Thanks

    • Zoho CRM's Copy Customization functionality now works across DCs, for customized accounts, and more

      Availability This feature is available in Standard, Professional, Enterprise, and Ultimate editions. These changes have been rolled out to all users in all DCs. For more information, please refer to these help documents: Overview | Instructions Hello

    • How can I bold text on Zoho Forms submit buttons?

      In the old theme builder, I could bold the text on a form's submit button. With the new theme builder, I can only change the text of the header or fields in the form, and not the button itself.

    • Hiding Pre-defined Views

      You can enhance Zoho with custom views - but you cannot hide the pre-defined views. Most users focus on 4 or 5 views. Right now for EVERY user EVERY time they want to move to one of their 4 or 5 views - they have to scroll down past a long list of pre-defined views - we don't use ANY of the pre-defined views. Adding the feature to allow a predefined view to be hidden completely or only visible to certain users would be a big improvement in usability for Zoho CRM. This feature is already available

    • Rich-text fields in Zoho CRM

      Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

    • [Integration Edition] Deluge Learning Series – Third-Party Integrations with Deluge | October 2025

      We’re excited to continue this three-month edition of the Deluge Learning Series: Session 1 – Integrating Zoho Apps with Deluge Using Built-In Integration Tasks Session 2 – Integrating Zoho Apps with Deluge Using invokeURL and invokeAPI Session 3 – Third-Party

    • Feature Request: Tag, Search, and Report on Individual Private Comments

      Zoho Desk Team, First, I want to say that we are extensive users of Zoho Desk and it is a core part of our support operations. We rely heavily on the private comments feature for internal communication, knowledge sharing, and maintaining a clear history

    • Zoho CRM Community Digest - August 2025 | Part 2

      Hello Everyone! Here's a quick round-up of handy tips, clever workarounds, and product updates from late August. Product Updates: Meeting Enhancements in Zoho CRM! Track whether a meeting is online, in-office, or at the client’s location using the new

    • Assistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk

      Hello, I’m facing two issues in Zoho Desk that I’d like your guidance on: Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s response

    • Round robin

      Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should I

    • Time Entry Notifications

      Hi All - I have support staff who place notes of their work in the time entry section of Zoho Desk. Is there a specific workflow or setting I need to enable to have the ticket holder updated via email when an entry is saved?

    • Change text in help desk

      Hi, Please let me know how can i change the this text, see screenshot.

    • Customer happiness customisation

      Hi, I was wondering if it's possible to somehow customise to whom and when customer happiness request is sent? Can you enable it only for selected tickets for example based on workflow or any other criteria (customer name, tag or anything else)? Also

    • No Zoho Support Response in Months

      I want to say that I love Zoho FSM, Books, and CRM, but the support is scary bad. About 2-3 months ago, I emailed Zoho FSM support with two specific issues I needed help with, and I have still not received one single response. I also submitted a support

    • Has anyone built a custom AI support agent inside Zoho (SalesIQ/Zobot)?

      Hi all, I’ve been experimenting with building my own AI support assistant and wanted to see if anyone here has tackled something similar within Zoho. Right now, I’ve set up a Retrieval-Augmented Generation (RAG) pipeline outside of Zoho using FAISS. It

    • Null

      If a result is null how do I make it so that a custom error pops up instead of the default error? Can someone write an example as if I were using the script builder?

    • Format a "return" message

      Good day, Is there a way to format the message of the "return" function in CRM deluge script?

    • Change Last Name to not required in Leads

      I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for

    • Having Trouble Opening The Candidate Portal

      Recently am having trouble opening the Candidate Portal. It keeps loading but cannot display any widgets. Tried Safari, Chrome and Edge. Non of them work. Please solve the problem ASAP.

    • Tip of the Week - Spot Risky Sales with Conditional Formatting

      In Zoho Analytics, small tweaks can lead to big insights. One such feature is Conditional formatting based on other columns, your key to instantly spotting where sales success is overshadowed by product returns. Our tip this week shows you how to apply

    • How do I duplicate / copy a campaign

      I am evaluation Zoho Campaigns and sent an email to one of my personal email accounts from Zoho Campaigns.  It went into my junk file in Hotmail. I want to duplicate that same (1-page) campaign and send it to another of my personal accounts to try to

    • For a Bill, can "Pay via Check" - Can we also "Pay via Check" when documenting refund for payment?

      We really like when we have a Bill in Zoho Books that we can record payment by selecting "Pay via Check" and that will cut the check for us from Zoho Books. However, when we have to write checks as a result of invoice overpayment, we can not select "Pay

    • Creator Change History: Ways to improve

      Hi Everyone, Recently been working in developing this change history(an idea from Zoho Forms) - unlike forms that you can this with a click but using Creator, we can use "old" keyword. The concept I come up with is to put the result in a table however,

    • Suitability of Zoho One (Single User License) for Multi-State GST Compliance & Cost Analysis

      Hello Zoho Team, I am an e-commerce business owner selling on platforms like Amazon, Flipkart, and Meesho, and I'm currently using their fulfillment warehouses. I have two GSTIN registrations and am planning to register for an additional 2-3 to expand

    • add employees and customiz

      I want a Zoho software to track employees record. I logged in a demo so now I tried adding employee, first thing when I click on add employee it takes me to a page where it says add user maximum 10 users, my first doubt why users I don't want employees

    • Inactive User Auto Response

      We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

    • Zoho People Attendance Module - Split Shifts

      Hello, Our business employs a number of college students who often split their workdays between work hours and class schedules, resulting in split shifts. For example: Employee 1 works 9am to 11:30am and then leaves for class, returning to work at 3pm

    • Zoho One subscription

      we have got Zoho CRM for 3 users and we paid for the app , and we have still 9 months to go , but if we join Zoho one , does it mean the payment for that subscription would be a waste? Please help. Thanks.

    • How Zoho CRM Can Enhance Your Faucets Accessories Business Operations?

      In today's competitive market, having a reliable CRM system is crucial for managing customer relationships and streamlining business operations. For businesses in the faucets accessories niche, Zoho CRM offers powerful tools to help manage everything

    • Dashboard

      I’m currently working on a project using the Zoho IoT Cloud with an ESP32 and MQTT. I’ve successfully connected the ESP32 to Wi-Fi and MQTT, and the data from the ESP32 is displayed in the telemetry section of the cloud. However, when I try to create

    • Can i connect 2 instagram accounts to 1 brand?

      Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?

    • Zoho Forms - Improved Sub-Forms

      Hi Forms team, I'm helping a client move from JotForms to Zoho Forms and I've found another opportunity for improvement. In the below screenshot, JotForm left and Zoho Forms right. The Zoho Forms Sub-Form is quite a poor visually. There is no way to make

    • What's New in Zoho Billing | Q3 2025

      Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q3 2025. From the latest GST updates to multi-level discounting, Zia-powered report summaries, and customizable web forms, these updates are designed

    • How to Delete Personal Account Linked with My Mobile Number in past or by someone else

      How to Delete Account Created with My Mobile Number in past or by someone else This is creating issues in making or sync with my credentials mobile and email address..

    • Next Page