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!