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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