You can use the Ticket time in state dataset to report on time spent in each ticket state. This includes a "Ticket time spent in all states" metric and additional reporting attributes to filter and segment your custom report.
To maximize the benefits of this feature, customize and add new ticket states to align with your business processes.
When creating or editing a custom report, use the “Time spent in all states” metric.
Then add relevant filters such as a Ticket type filter to display this information for selected ticket types.
Now the metric will show you the time spent across all states. In order to see the time spent in each ticket state, segment or view by the "Time in ticket custom state" reporting attribute.
In order to see this metric broken down by ticket state category, use the "Time in ticket state category" reporting attribute instead.
You can also add this reporting attribute as a filter in order to see time spent only in one specific state or state category.
You won't be able to use these attributes to segment “Time to resolve” by these time in ticket state attributes.
In order to understand the time each ticket spent in each state before resolve, segment the metric “Ticket time spent in all states” by “Time in ticket custom state” and add a filter “Time in ticket custom state is not [resolved states]”. 👇
The "Ticket time spent in all states" metric does not take into account office hours.
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