I think I normally only apply PR #3738:Details:https://github.com/osTicket/osTicket/pull/3738How I normally apply it:git pull origin refs/pull/3738/headPersonally, I'm not very interested in the response time which this shows even when working however.If it was the average of the "first" response time, that is useful to me as a manager. This however gives the average of the time it takes between all the communications. If you agents and users reply to each other within a few mins a couple of times the average will very quickly drop to just a couple of minutes, even if first response was actually hours/days.