The Service Desk "Tickets" section has a new feature, it helps to view the first response time of your staff to a ticket.
Step : Go to Service Desk --> "Tickets" → Choose the Ticket list option for viewing the ticket details.
For Example: "My Tickets" → Select "Customize Columns" option to add the new column in ticket list.
Step : Select the Checkbox of "First Reply" --> Click "Save"
Note: If you want to view more details about the tickets select the checkbox as per your need.
Step: Now you can see "First Reply" Column in the Ticket list, It will list the last response time of staff for the corresponding ticket.