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

• World date & time format

  Hello, Is there a timeline to get the worldwide used date and time format ? I mean not the american one... I mean day month year, and 24 hours clock. Regards

• Nimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging

  Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integration

• Conditional layouts - support for multi-select picklists

  Hi, The documentation for conditional layouts says the following: "Layout Rules cannot be used on the following field types: Auto Number Lookup Multi Select Lookup User Lookup Formula File Upload Multi Line" I have a custom module with a multi-pick list

• Client Script Not Working When Field is Set by Workflow

  Problem Context: I have implemented a client script in the Cases module that automatically assigns commands based on the value of the Priority field. The script functions correctly when the Priority field is manually set by a user through the form. Observed

• Integration of CRM and Recruit

  hi team, Is it possible to sync deals <> job openings from only 1 pipeline? My configuration of CRM has pipeline for each business unit, so I will have all data in the CRM system. body leasing and recruitment is one BU (hence 1 pipeline) - can I sync

• integrating Zoho CRM vendors with Zoho projects

  In most of our projects we collaborate with our Vendors. Being able to integrate only Accounts and not Vendors from CRM, is a huge limitation for our perspective and needs. We would really love to see this feature in the CRM-Projects integration.

• Zoho Creator Workshops 2026—Europe & UK | Coming to a city near you!

  Hello everyone! We're excited to announce the Zoho Creator Workshop Series 2026, coming to cities across Europe and the United Kingdom this year! Whether you're looking to explore the intermediate-to-advanced capabilities of Creator or you're a seasoned

• Number 9 envelopes for invoice printing

  I email and print invoices. Being new to Zoho and coming from QB, we did both as we have a more traditional So in Zoho i want to do the same using Number 9 envelopes. These have both a return window and mail to windoow see attached image. Im just looking for best suggestions on how to get a ZOHO invoice to work, so I can mail my invoices...

• Zoho Books/Square integration, using 2 Square 'locations' with new Books 'locations'?

  Hello! I saw some old threads about this but wasn't sure if there were any updates. Is there a way to integrate the Square locations feature with the Books locations feature? As in, transactions from separate Books locations go to separate Square locations

• Open Sans Font in Zoho Books is not Open Sans.

  Font choice in customising PDF Templates is very limited, we cannot upload custom fonts, and to make things worse, the font names are not accurate. I selected Open Sans, and thought the system was bugging, but no, Open Sans is not Open Sans. The real

• Add Reporting feature to display variance/change columns when comparing periods

  When running reports to compare periods (for example, Profit and Loss comparing current year to previous), I would like to be able to display variance columns in both (a) amount or (b) percentage.

• Payroll and BAS ( Australian tax report format )

  Hello , I am evaluating Zoho Books and I find the interface very intuitive and straight forward. My company is currently using Quickbooks Premier the Australian version. Before we can consider moving the service we would need to have the following addressed : 1.Payroll 2.BAS ( business activity statement ) for tax purposes 3.Some form of local backup and possible export of data to a widely accepted format. Regards Codrin Mitin

• Invalid scope choice: Workdrive integration in CRM

  Bug: There is an invalid option in the permission choices for Workdrive integration in CRM. If the entry "WorkDrive.teamfolder.CREATE" is selected, it will return a message indicating invalid OAuth scope scope does not exist.

• What's New - February 2026 | Zoho Backstage

  February 2026 brings a major new addition and a collection of enhancements across Zoho Backstage. We thought about writing a long introduction, but the updates in this release make a strong case on their own. So we’ll skip the buildup and dive straight

• Attaching files to emails within CRM Deals.

  Hello, We have recently started using the extension "Workdrive for CRM" (Related List) to view/store our documents for each Deal, instead of using Attachments. Overall it feels like a better way to go but the user experience is not so great when it comes

• One Contact with Multiple Accounts with Portal enabled

  I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

• Anyone worked out how to export or screengrab a full heatmap?

  I'd love to be able to include a copy of a heatmap in a report but can't work out how to grab the whole thing as there doesn't appear to be an export function? Thanks in advance.

• Establishing Relationships among contacts/leads with Reciprocal

  Is there any way to create a relationship between contacts and leads and be able to go into just one of the files and have it reciprocate the entry in the other file? For example, if I have two people say John and Jane Smith who are husband and wife.

• Placeholder for Agent Signature in Email Templates

  Dear Zoho Team, I hope this message finds you well. We currently face a limitation when designing email templates in Zoho Desk. While we can create email templates and include a footer at the end, the agent signature is always appended by default at the

• Custom View and Custom Fields on Zoho Books

  Hi, I have some custom fields on Estimates and Invoices. I also use Custom Views so I can have a lot of information at a glance. I want to include my custom fields as columns in my custom views of estimates / invoice, but it looks like is not possible.

• %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.

• Can Zoho Marketing Automation send OTP codes via WhatsApp during user registration?

  The flow I would like to implement is: A user signs up in the mobile app and enters their phone number. The system generates a one-time verification code (OTP). The OTP is sent to the user via WhatsApp message. The user enters the code in the app to confirm

• Where to show Customization Field ?

  Dear Sir, I have made some New Field in Item Field Customisation. Now I don't require that field in Estimate, Sales Orders etc. I just wants that field in Sales Invoice to Show/Hide... Is that possible ?

• What's New in Zoho Analytics - February 2026

  Hello Users! We're back with another round of updates for Zoho Analytics. This month's release focuses on giving you greater flexibility in how you visualize, manage, and act on your data - with new features like custom visualizations, remote MCP server,

• Zoho Books (and other Finance Suite Apps) - Clickable Item Name on Invoices and Reports

  Hi Zoho Books team, It would be really helpful if the Item Name on Reports were clicable to take me to the item. The same on Invoices, often I am looking at an invoice and I want to look at the deails of a product. A link here would be helpful to jump

• Display actual mileage on an invoice

  My users are creating expenses in Zoho expense. For example, they expense 10 miles and get paid 7 dollars (10 miles * IRS rate of .70). If I look at the expenses in Zoho Books, it does show them at 10 miles at .70 cent When I add these expense to an invoice

• Can you create relationships BETWEEN contacts within the same module

  I am setting up my CRM, and I want to have a way to connect contacts within the same module.  Is there a way to do this?  If not - how do I decide how to split up contacts to make connections?  What are best practices for this? We have clients who need

• Function and workflow to create customer payment and send receipt

   I am attempting to set up a workflow/custom function for the automatic creation of a customer payment and sending the email receipt, but am receiving the error "Improper Statement Error might be due to missing ';' at end of the line or incomplete expression" I've been over everything several times and cannot see where the error is (code is copied into the attached document).  I haven't used custom functions before with Deluge, so it's very likely something very simple, or I've completely mucked

• Disable Sign Up option in Zoho Creator Portal and show only Sign In page

  Is it possible to disable the Sign Up option in a Zoho Creator portal? The requirement is to show only the Sign In page and completely remove or hide the Sign Up page, so users cannot create accounts directly from the portal login page. Is there any setting

• Can I view the KB in the same way as a customer logged in as my Agent?

  Sorry if this seems a mad question.  I have some Articles that I want to be seen by my Agents and the status of these is set to Agents only.  We also have some that are set to Public. When I sign in with my private email address (as a customer) I can

• What’s New in Zoho Inventory — Latest Features, Integrations & Updates | December 2025

  Zoho Inventory has evolved significantly over the past months, bringing you smarter, faster, and more connected tools to streamline your operations. Whether you’re managing multichannel sales, complex fulfillment workflows, or fast-moving stock, our newest

• Which user's capacity is used for Shared Mailbox storage?

  We use shared mailboxes at our company, and their size is increasing daily. Which user(s)'s total mailbox limit is being used up by this space?

• Evernote (ENEX) import limitations

  I have been with Evernote since 2010, but the latest price increase is ridiculous. I am currently testing Zoho Notebook as a replacement. I am impressed so far - if it were not for critical need to import legacy Evernote notes, I would 100% migrate to

• Can I create a CODE 128 custom field for my items in Zoho Inventory and then use it for generating Sales Orders?

  Can anyone helps me, I don't want to use the SKU code for scanning my products.  ​Because all my products have a CODE-128 label attached.

• Prevent duplicate with custom fields?

  I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number no

• Zoho Books' 2025 Wrapped

  Before we turn the page to a new year, it’s time to revisit the updates that made financial management simpler and more intuitive. This annual roundup brings together the most impactful features and enhancements we delivered in 2025, offering a clear

• Multiple Vendor SKUs

  One of the big concerns we have with ZOHO Inventory is lack of Vendor Skus like many other inventory software packages offer. Being able to have multiple vendor skus for the same product would be HUGE! It would populate the appropriate vendor Sku for

• Create Invoice automated with Package

  Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JS

• Unable to integrate Zoho Projects and Zoho Workdrive

  I'm a Zoho One subscriber. When I go to Zoho Projects > Settings > Marketplace > Zoho Apps I do not see an option for Zoho Workdrive but I do see one for Zoho Docs that does nothing. How do I get the option to integrate Zoho WorkDrive and Zoho Proje

• Disable payment thank-you emails

  Hello, can someone please tell me how to disable sending of the "Payment Thank-You" emails? 

• Next Page