Quang Nguyen

Hello Team,

I'm trying to create a report that shows the average waiting time of our users for the previous week, including both tickets that have received a first reply and the unassigned tickets still waiting for one.

I was initially just using MED(First reply time (hrs)) but the result wasn't including the waiting time for unassigned tickets created by users that were still waiting for the first reply.

I'm looking for guidance on how to include in a report, the waiting time for unassigned tickets without a first reply, and if possible, how to combine this with the median first reply time for answered tickets.

Thank you.