I've scoured the forums for an answer specifically addressing this issue but have been unable to find one.

It does not seem like a resolution is counted as a first response in OSD+. The scenario: a call comes into the support desk and a ticket is created for the issue. The issue is resolved during the initial call and a technician puts resolution notes into the ticket and it resolved soon after creating it. There was no communication or "response" necessary as the issue was immediately resolved. The only notes input into the ticket are in the form of a resolution.

When running reports on first-response time metrics, we have a large amount of incidents that are showing a null first-response value and these tickets fall into the above category. Since the support desk is not being credited for these quick first-response resolutions when running a report on first-response, the average first-response time is much higher than it is in actuality.

Perhaps I've missed something, but it seems that any ticket without a reply to the user in the ticket, or notes counted as first response should, by default, have it's resolution counted as a first response. We would like to propose this as a change request, if indeed the above is the case currently.

Thanks for your feedback on this!