We need a report that identifies the first timestamp when an IT Service Desk agent interacted with a ticket after the end user created it. This includes any initial action such as opening the ticket, assigning it to someone, or modifying severity, priority, or other fields. The goal is to measure responsiveness and operational efficiency by capturing the earliest “touch” from IT after ticket creation.
Is there a out of box report or do I need to build something ?
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Hi pkhetiya,
There isn’t an out-of-the-box report that captures the very first IT “touch” event (open/view, assign, or any field change) across all actions. The most reliable built-in metric for responsiveness is the Time to Respond timer, which measures from ticket creation until the first response/state change per your configuration. Usually this measures how long a ticket is in a New Status
If you want to approximate “first touch” tied to assignment rather than response, you can create a custom timer in Settings > Service Desk > Timers and use the Expression Builder to include a condition like “Assigned To is empty,” so it counts only while the ticket is unassigned and stops when it gets assigned. This won’t catch non-assignment edits (like changing priority) as the first touch, but it’s a good proxy. You can also add OR operators, so it can measure how long a ticket was Unassigned OR in a new status. OR whichever filed you can track that is submitted using one value but your process requires your admins to change it to another.
Where to find the timers:
Spaces UI: Settings>Tracking>Timer Settings
Classic: Settings>Service Desk>Timers
Hope you find this helpful, and if you require further assistance in this matter, please submit a ticket in our helpdesk!
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