Where do I find the average time to provide the 1st response to a ticket

[Faustina Lawrence]

 To know the trends for the past few months, the average time it took to provide the 1st response to a ticket is required.

Where do I find that information?

If it needs to be done manually where can I get the data needed to calculate this?

[Valeriia_Havrylenko_SaaSJet]

Hi @Faustina Lawrence  👋

If you want to track time to first response, a better alternative to Jira's reports is our Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to first response. All you need is configure status group once and you will get you report always.

Try it! Add-on has a 30-day free trial version and free up to 10 users. 
Hope it helps 😌

[Gizem Gökçe _OBSS_]

Hello @Faustina Lawrence ,

Welcome to the community!

I would like to introduce you to a very advanced tool with which you can easily access the average response time in your JSM projects as you request. I can recommend Timepiece - Time in Status for Jira which is built by my team at OBSS. It is available for both  Jira Cloud, and Data Center. 

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee. You can combine the time for multiple statuses to get metrics like Resolution Time, Issue Age, Cycle Time, Lead Time etc. (Please see the screenshot below)

For all numeric report types, you can also calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. It supports both Company Managed and Team Managed projects for Jira Cloud.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

Hope it helps,

Gizem

[Sharumathy Krishnan]

Hi @Faustina Lawrence 

If you are looking for a report that displays the initial response time of a ticket, you can utilize the "Time to First Response" Or "Quick Time to First Response" Gadget on the dashboard.

For more information - "First Response Time" report and how to use it - Atlassian Community

Kindly try and let me know if this will work for you. Happy to assists.

Thanks,

Sharu - Empyra