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
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
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 keynoteWhatsApp 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 PlatformLive 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 toolsApple 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 helpZoho 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
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Cannot connect to imap.zoho.eu on iOS26
Hey, I recently migrated to another iPhone and since then use iOS26. Every since then, I was not able to connect to "imap.zoho.eu" from Apple Mail. I tried deleting the account and adding it again, did not work. I tried creating an app password, didn'tRequest to Permanently Delete Email User (info@mehbobgulf.com ) from Old Organization
Please permanently delete the user email info@mehbobgulf.com It is still associated with my old Zoho organization. I cannot delete it because it shows ‘You cannot delete email. Zoho host’. I need to use this email in a new Zoho account.”Client host [89.36.170.5] blocked using Spamhaus
Hello please make make actions for delist ..... "Client host [89.36.170.5] blocked using Spamhaus"Suggestion: Option to Re-run a migration
As I'm going through a migration process, I like the IMAP migration tool, but it would be better if there were an option to re-run the same migration as configured. There's not even an option to copy/edit one that's already there. Just run if it hasn'tIssue with "Add Your Mobile Number"
Hello, I am trying to sign up for email service for a domain name, and I cannot finish the authentication. When I enter my mobile number, I receive the message "We’re unable to send OTP to this mobile number. Please contact support-as@zohocorp.com". Izoho mail non vérifié
Bonjour, Il y'a un jour que j'ai acheté un domaine et toute les tentatives pour l'associé a mon compte shopify son vaine. j'ai essayé TXT sans suite après, j'ai essayer avec CNAME sans suite. j'aurais besoin de votre assistance pour associé mon mail.Unable to send message;Reason:553 Relaying disallowed. Invalid Domain
i have facing the issue "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain" if i verify domain evertthing i did but still face the same error.ZohoMail is so close to being Perfect BUT
Why don’t you have HILIGHTING???!! I've been trying to find a substitute for Edison Mail but I want & need hilighting (preferably in more than just yellow)! Is this even on your To Do list? I’m so disappointed. 🙄Override Auto Number field?
We are preparing to migrate from Salesforce. In Salesforce, we auto-generate a unique number on our Opportunities (Potentials). If the Opportunity results in a contract, we use that unique number as the Contract number. There are some situations whereImproved Contact Sync flow in Google Integration with Zoho CRM
Hello Everyone, Your contact sync in Google integration just got revamped! We have redesigned the sync process to give users more control over what data flows into Google and ensure that this data flows effortlessly between Zoho CRM and Google. With thisUsing a third party service provider want to move directly with Zoho
Hi good day I’m currently using Zoho but I’m using a third party service provider I want to move directly with you guys I’m using Zoho email and invoices and my domain please let me know if it’s possible to move away from the third party provider my emailRequest for Assistance Regarding Email Sending Issue (554 5.1.8 - Email Outgoing Blocked)
Dear Zoho Support Team, I hope this message finds you well. I am writing to request assistance with an issue we are currently facing regarding our Zoho Mail account. Our email account, admin@tuyensinhcanuoc.com, is encountering the following error whenZoho Mail API returns empty inbox (0 messages) but webmail shows 37 unread emails
Hello, I'm experiencing a discrepancy between Zoho Webmail and the Mail API (EU region). **Setup:** - Account: EU datacenter (mail.zoho.eu) - API: Self Client OAuth2 via api-console.zoho.eu - Scopes: ZohoMail.messages.READ, ZohoMail.messages.UPDATE, ZohoMail.folders.READ,Zoho Mail not working
Zoho Mail not workingShipStation and Zoho Inventory
Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY SHIP STATION Sales Order ==> create ORDERS INVOICE <== Shipments What exactly does BETA mean on the Shipstation connector? This is required for me to sign-on in the next month. Thanks in advance for your effortsAre there settings for hyperlinks?
Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?550 5.4.6 Unusual sending activity detected. Please try after sometime
Hi, I am receiving this error message when trying to send my emails. The only reason I can think why this is happening is my previous two emails were bounced back to me due to a non working mailbox error. I have followed the online links for unblocking but it says there are no blocks on my account. How and when can I get my email working again to send emails? Thanks,E
We are trying to add our Zoho Form embed in our Elementor Page Builder. After adding Zoho Forms widget in elementor page builder it’s displaying in backend page builder but it’s giving 403 error while trying to save, as it’s not reflecting in front end.Kaizen #225 - Making Query-based Custom Related Lists Actionable with Lookups and Links
Hello everyone! Welcome back to another post in the Kaizen series! This week, we will discuss an exciting enhancement in Queries in Zoho CRM. In Kaizen #190, we discussed how Queries bridge gaps where native related lists fall short and power custom relatedAbility to Edit YouTube Video Title, Description & Thumbnail After Publishing
Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that enables users to edit YouTube video details after the video has already been published. Your team confirmed that while Zoho Social currently allows editing theFormatting Problem | Export to Zoho Sheet View
When I export data to Zoho Sheet View, ID columns are automatically formatted as scientific notation. Reformatting them to text changes the actual ID values. For example, 6557000335603071 becomes 6557000335603070. I have attached screenshots showing thisAdd Attachment Support to Zoho Flow Mailhook / Email Trigger Module
Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,Connecting Zoho Inventory to ShipStation
we are looking for someone to help connect via API shipStation with Zoho inventory. Any ideas? Thanks. UriClone / Export Popup Design Across PageSense Projects
Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated onlycustom module import.
Is there a way to import data into a custom module? Thanks RudyIF Statement in Zoho CRM Formula Field
Hi, I am attempting to write a formula field that will give me one result if one statement AND another statement are true, then a different value if the first statement AND a different statement are true, else 0. Stated differently: if account = destinationHEIC File Type Viewer
Hi, It would be nice to be able to click on the images in the All Entries/Reports Tables which are HEIC the same as JPG, PNG, etc. so they open in a viewer from Zoho or the Attachment Service, today HEIC requires you to download each image and open itBuilding Toppings #4 - Setting up and using connections in Bigin toppings
When building a topping to extend Bigin's functionality and connect it with third-party applications, creating and handling connections is an important step. Connections provide a secure way for your topping to authenticate and communicate with otherFree Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures
Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. JoinNeed code format to specify default values
Can someone please direct me to the code syntax or the proper translation per the instructions circled below. These instructions don't seem correct.AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries
Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. ThisOAuth integration issues
I'm experiencing persistent OAuth errors when trying to connect Make with Zoho API. I've tried multiple approaches but keep encountering the following issues: First error: 'Invalid Redirect Uri - Redirect URI passed does not match with the one configured'Facing email delivery issues? Verify your domain's DNS records
Have you ever wondered why your legitimate emails are landing in the recipient’s spam folder? Or been surprised to see emails sent from your registered domain getting rejected by recipient email servers? Why does this happen? In most cases, this happensAdding Markdown text using Zoho Desk API into the Knowledge Base
Hi Zoho Community members, We currently maintain the documentation of out company in its website. This documentation is written in markdown text format and we would like to add it in Zoho Knowledge Base. Do you know if there is REST API functionalityOrder of Departments in Help Desk
In the end user portal, , the departments are sorted by the date of creation of the department (or perhaps their id). Is there a way to choose the display order of the departments or at least to be able to sort them alphabetically?COGS - Account showing negetive
I have multiple COGS account and in these all there is one account is negetive so suggest why it is showing negetive value.?Create CRM Deal from Books Quote and Auto Update Deal Stage
I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is converted%PaymentLink%
Does not work. Software creates a BAD link. ....and yes payment options are turned on. Link on the invoice pdf once opened will work but this template is a joke.Google Photos
I am hoping that my question already has a fix. I current have Google synced accounts that I want to get away from. One in particular on is Google photos. Is there any software, or 3rd parties that I can join to back my photos up straight to specifically designated file in the ZOHO cloud that's tied to Docs? Please advise... Mike1stDibs Integration to Zoho Inventory
Hello is it possible to integrate my Zoho inventory and 1stDibs?Next Page