How can I create a view or report on the age of a ticket? Follow

Question

How can I create a view or report on the age of a ticket?

Answer

Ticket age is not something you could filter on in Views. Views can display a column showing the created/requested date; however, this would only display the date as opposed to a numeric age. The view options most closely related to ticket age are as follows:

  • Request date
  • Latest update
  • Solved date 
  • Latest update by requestor 
  • Latest update by assignee 

To add view filters

  1. Go to Admin>Manage>Views
  2. Click Edit on a view.
  3. In the Formatting Options, drag and drop the filters from the left to right column. 

Professional and Enterprise customers with Insights can build custom reports on ticket age using the following metrics: 

Ticket Age (days) [AVG] The average age of tickets. The average number of days between the ticket created date to the present BY ticket ID WHERE deleted tickets are not included.
Ticket age (days) [MAX] A ticket's lifespan from the creation date to the close date. The max age between ticket created date to the present BY ticket ID WHERE deleted tickets are not included.
Ticket Age (Open Tickets) The age of tickets not in the Deleted, Solved, or Closed statuses. The max age between the ticket created date to the present BY Ticket Id WHERE ticket status is not Solved, Deleted, or Closed.

 

 

 

Have more questions? Submit a request

Please sign in to leave a comment.

Powered by Zendesk