Insights: How to track response times of a ticket that gets assigned to a different group
回答済みHi there!
I wonder if anyone can help figuring this out.
One of my teams wants a report of how long do they take on acerage to take action on tickets that are escalated to them.
SO basically it would be building something that calculates the time since event 1 Ticket was assigned to that group and 2. That group did something specific like sent a public reply or an Internal note.
Can someone assit explaining how I build a report that tracks the time between those two events?
I am still on Insights.
Thank you in advance!
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Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the difference between them.
I hope this helps! Happy reporting!
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Thank you Amy, I will give it a try since it looks like it will do what I want!
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