If you would like to know how long a ticket has for example spent in the Pending state, add this widget to your agent's ticket view.
This Custom HTML widget will use the ticket's audit trail to work out how much time was spent in each state. Here's a sample of what you will see:
Open: *10h 34m * so far
Pending: *9m *
Solved: *52m *
One of the states will say 'so far' to highlight that it is the active state.
Please provide some feedback if this was useful to you.