Hello Rafael,

You can always use the Ticket widget metric with either total or percentage filter. Similarly, you can also add another Ticket metric to the widget and use total/percentage filter as indicated below. By this, you will get the desired results in both formats.

Cheers,

Freshdesk Community Team

First of all, I want to thank you for your reply. 

On regards to the suggested solution, unfortunately, it won’t work as I need it. Please note that I am looking for the average response time and in your example, the metric that is shown is the average first response time. 

Unfortunately, as far as I have been able to see, the average response time is not a metric that is available in analytics. 

I hope the FreshWorks team will be able to include this metric soon. 

BR,

Rafael

It is certainly a valid ask and we would surely pass this on as feedback, Rafael. 

For now, you can make use of Next response time metric in Freshdesk analytics for your requirements. 

Thank you,

Freshworks Community Team