I would like to see the First Response report changed (or added).
In our school district, all tickets are sent in via email. I then assign the tickets to one of our tech, and set the Request Type, and set the Status from Opened to Assigned. Apparently doing this is a "First Response" in WHD Reporting, which isn't helpful. Every tech has a First Response time of less than 5 minutes.
I would rather have WHD base the response time on the first Note that was written. I encourage all our techs to write a Note in the ticket to let the client know they have received the ticket and to let the client know when things will begin happening. I would like it if the First Response report kept track of the first Note entered by the tech.