Prakriti

Hi there,

I need some help with a custom query.

I'm trying to calculate the first response time for our Tier 2 support. Our Tier 1 initially gets the ticket and they respond to it but I want to calculate the time Tier 2 takes to respond once the ticket is escalated to them.

Is there a query I could use for this? 

Thank you

Hi everyone,

Just wondering if anyone has been able to create a custom query for this?

 

Hi there,

 

Is there a way to build these queries in business hours instead of calendar hours?

I'm trying to modify this query "Calculating how long tickets sit with multiple support groups"

Hi there,

I am trying to report on the first reply time. How can we calculate it if the same ticket gets assigned to Tier 2 and I would like to calculate the time they took to respond to the ticket vs the initial first reply from the Tier 1 group?

Thank you,

Prakriti