Initial response time for a ticket(s) is calculated in the following way: 

Initial response time is calculated based on an agent's INITIAL reply to a ticket.  Your business hours will also be taken into consideration.

Let's use some examples: 

You've set up your help desk with your working business hours being from 9am to 5pm.  

If a ticket comes in at 10am and you respond at 10:30am, the initial response time will be 30 minutes. 

Now, let's say a second ticket comes in at 4:30 on a Friday, but you don't answer until Monday at 9:05am.  The initial response time for this ticket will be 35 minutes because only 30 minutes was used on Friday due to your business hours ending at 5pm.  The fact that you answered at 9:05am on the Monday, is how the extra 5 minutes was added to the initial response time, making it a total of 35 minutes. 

Note: Internal notes are NOT counted towards initial response times.  Only the first public reply by the agent (back to the user/customer), will be counted. 

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