Accounting response Time

[ftahoces]

Hello

I have the following issue when I want to get tickets response time adequately.

It is common that Agents are out of the office when they are informed of new incidents/request, thus they cannot register the tickets in OTRS until they
arrive at the office, so OTRS doesn't start to count the response time when the client reports the incident/request to the agent.

Which would be the best way to deal with this scenario?

Thanks in advance