If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result?

If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result?

Assuming last customer response to ticket was 1 April 2019.

If report dates are 8 April to 14 April and ticket is unopened, what would be the first response time result?

If report dates are 8 April to 14 April and ticket is unopened, what would be the response time result?

In other words are there different treatments in fresh tickets, customer responded tickets, time frames of reports in the calculation response times?

Thanks