Hello,
We are looking for a way to capture “First Agent call reply” time. Currently we see a “First agent email response” but not for calls.
Is there a checkbox we could add to the ticket - “responded”?
We want to be able to pull a report of fastest, average and longest response times to a client, by ticket, and by rep.
Currently we can only do this for email responses, not logged calls/phone responses.
Do we add a new date and time field as “response time” = YES defaulting to “now” and compare that to the “ticket create date” field to calculate the reponse time?
Our objective is to have a graph that shows the “First known response time” for that ticket it could be an email OR a call…
(Automated ways to do this are preferred over manual)
Let me know if you have an easier solution.
Hi @GMarkham, I hope you are doing well. 
I have found two threads that provide valuable information to help you achieve your objective.
The first thread, titled “Reporting on sales first response time,” by @karstenkoehler discusses methods for tracking and reporting on the first response time of sales teams.
The second thread, “Track lead response time for first call only?” by @LSunstrum, offers insights into tracking the response time specifically for the first call made to a lead.
I also found in our knowledge base article further details about: “Create sales reports with the sales analytics tool.”
I hope you find these threads helpful in achieving your goals.
Best regards,
Diana
Thank you @DianaGomez , that is helpful.
The intent is to track specifically and accurately, ticket owners (technicians) “first” response date/time to the customer on that specific ticket, whether that be email or call.
I’ve noticed the “time to first SLA response” property by HubSpot, but I’m not sure if this includes associated emails on the ticket AND associated calls logged on the ticket, or just one of them.
Example I tried below - and I already auto filled for 169 out of 735 tickets.
I could also create a workflow to measure time of first activity (any type) and trigger that to change a field to match that date and time. The field could be “First response time”.
Also would be ideal if the response time did not count the weekends, but only business days.
For example an inquiry on Friday and response Monday, would be only a few hours response time, not days.
At the moment we are just using “Hubspots” standard property “First agent email reply time”. If we notice a ticket with only logged calls, and no emails, we exclude it from our reports because it shows 57 day email response time, when in fact the rep responded with a call within 2 days.
Also, I’ve explored engagement types but it seems that is only for leads/sales. We need it for service tickets.
Glad for your thoughts on this.
Hi @GMarkham,
Thank you for providing all the details.
I will add some of our experts to the conversation as they may have encountered a similar situation or have suggestions regarding your objective.
Hello @Shadab_Khan, @SNigam, @HFisher7. I would like to introduce @GMarkham and their request for any advice or suggestions on how to achieve their goal. If any of you have prior experience in similar situations or can provide any insights, it would be greatly appreciated.
Thank you in advance for your collaboration and valuable contribution to this conversation.
Thanks,
Diana
Thanks @DianaGomez,
Hi @GMarkham,
Looks like you have tried various possible solutions my recommendation would be going with a WF like this:
Note that your property needs to be “Datetime” and Not date which can only be created via the Properties API endpoint
Stay Awesome & Keep Doing it BIG 
