Report - Ticket Status
You can review status of tickets through this report.
Details of some fields which are available in report.
1. Time Taken - This field will have the time time in working minutes to close
the ticket if ticket has been closed or minutes till the time report has been
generated if the ticket is still open
2. First Response Time - Ticket assignment (first time) - Ticket creation time
- this metric is not based on customer working hours and shows the minutes it
takes to respond to the ticket
3. Ticket Resolution Time - Ticket closure - Ticket assignment (first time) -
this metric is not based on customer working hours and shows the total time taken
to close the ticket in minutes from the time it was assigned
4. Time Taken Task - Sum of time taken in minutes for all the tasks
5. Time Paused - Time in minutes for which the ticket was paused, this is based
on customer working hours
You can export the summary or you can export all the details of the tickets which
are visible in the table by clicking on the "Export To Excel" or "Export All
Details" button on the top right hand corner.
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