How can I create a report that deducts the time we are awaiting feedback from customer?

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  • Robbert Hink
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    Hey Boris,

    If you are using SLAs there is a reply time metric called "pausable update", which you can track. This metric excludes the time a ticket spent in the pending status. If you use this metric in an SLA policy you can then track how well this SLA policy does in an Insights report.

    Alternatively if you are using Insights, you can create a custom metric, with which you can look at the time a ticket spent in a particular status. So by doing it this way you could sum the times of each status which you do want to see.

    There is an excellent article about reporting on the duration of a text field (Ticket Status) with Insights here.

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