MSP Service Desk

Response and restore

I realize this is pretty fundamental to the way you have set Service Desk up but in my understanding a Response is when you first acknowledge a ticket and take the initial action towards resolution, usually including the customer; rather than Service Desks definition that the job is finalized or Restored.


I need to track and report on the response time from ticket logged until it is first actioned or responded to and also until it is restored. ITIL 3, with all it's undoubted faults, uses Response Time and Return to Normal in a manner similar to this.


I would love to have some version of this - initial response recorded and tracked.


Idea No. 6071