Historical Time Between Ticket Updates
I'm looking to report on the average time between ticket updates for tickets that were on HOLD and PENDING statuses for a specific month using Explore. The "updates" need to include any changes on the ticket or just simply adding a comment to the ticket.
When trying to report on this it appears that the "Avg(Field Changes time (hrs)" metric does not include comments.
Is this correct and/or is there a better method of being able to report on this and show how many AVG hours between ticket updates there actually were?
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Hey Lance,
You are correct that comment updates aren't tracked within this particular metric. Do your agents typically change the status with any comment made? If so, the status is a field change that's tracked and would be inherently included in that metric.
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Hi Molly,
In our case the ticket status does not change as we have specific service level agreements that our status is used to monitor. We do have a trigger created for any time a ticket is saved to trigger API calls. Can this be utilized to report on average hours between updates for tickets solved during the prior month?
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Hey, Lance.
Following up on your most recent comment. Ticket updates will have to be based on the change in a text field. If your triggers are editing a text field in some way (like changing a custom field value), that could work. However, you can't calculate updates based purely on the when the API is contacted.
How do these triggers work? Do they update anything within the ticket itself?
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