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


Answers:
author: Valeriia_Havrylenko_SaaSJet
body: Hi [@Faustina Lawrence](/t5/user/viewprofilepage/user-id/5417730) ?  
If you want to track time to first response, a better alternative to Jira's reports is our [Time Between Statuses](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Where-do-I-find-the-average-time-to-provide-the-1st-response-to_20240204) 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.

![?????? ?????? 2024-01-26 ? 01.24.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/302622iA0A4449BF4BE45F7/image-size/large?v=v2&px=999 "?????? ?????? 2024-01-26 ? 01.24.25.png")  
[Try it!](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Where-do-I-find-the-average-time-to-provide-the-1st-response-to_20240204) Add-on has a **30-day** free trial version and **free up to 10 users****.**   
Hope it helps ?


author: Gizem G?k?e _OBSS_
body: Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as [Timepiece](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer). It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "[Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer)" but you can find the app in the marketplace as "[Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer)".

Hello [@Faustina Lawrence](/t5/user/viewprofilepage/user-id/5417730) ,

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 [Time in Status](https://marketplace.atlassian.com/apps/1211756/) 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)

![Report Types DBS.png](https://community.atlassian.com/t5/image/serverpage/image-id/297567iB39A268E5668D298/image-size/large?v=v2&px=999 "Report Types DBS.png")

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.

![SS3.png](https://community.atlassian.com/t5/image/serverpage/image-id/303276iAA7191FFFAB00B17/image-size/large?v=v2&px=999 "SS3.png")

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 [Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview) 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


author: Sharu - Empyra
body: Hi [@Faustina Lawrence](/t5/user/viewprofilepage/user-id/5417730)

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](https://community.atlassian.com/t5/Jira-Software-articles/quot-First-Response-Time-quot-report-and-how-to-use-it/ba-p/1550686)

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

Thanks,

Sharu - Empyra


Tags: cloud

jira-service-management

jira-service-management-cloud