Waiting time within the comments of a ticket

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2 Comments

  • Brett - Community Manager
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    Hey Ehsan,

    There are a couple of options available here. If you're using Explore, you could try using Requester wait time (min)/Agent wait time (min) and slice it by Ticket ID. Both metrics are available in business hours as well. Keep in mind that this would measure the total wait time across all back and forth on these tickets and not the time between two specific comments.

    If you're looking to use Insights, you could take a look at this recipe: Reporting on next and subsequent reply times

    The same attributes/metrics exist in Explore so you should be able to set this up in Explore as well.

    Hope this helps!

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  • Ehsan Rostami
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    Hi Brett

    Thank you for your info. I have used requester/agent waiting time in explore already. They are working perfectly for the purpose but as you mentioned they are calculating the total values of each ticket.

    Thru the link you shared I found another Insight recipe which seems to be what I need but I haven't tried it yet. Because I need to create some custom metrics.

     

    Insights recipe: Duration between two or more ticket events in minutes

     

     

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