Average Ticket Response Time

With this report, you would provide your leadership team with the average response time for tickets.

  • This report is useful for members of leadership as well as Service Owners to help determine bottlenecks in the process and identify training gaps.
 For steps on how to create a report, go to our Using Custom Reports article.
Here are some example configurations you could use for this type of report.
Component Configuration
Report Type

Ticket Report
Title

Average Response Time YTD
Description A description is optional, but can be help make it clear to your team members what the report shows.
Columns
  • Created
    • Month/Year or Week/Year format)
  • Create to Respond (Op)
    • Aggregate this field by Average
Filtering
  • Created
    • with a value of year to date.
  • Status
    • where the value is not one of Cancelled.
Order
  • Order by: Created Month/Year (or Created Week/Year)
  • Ascending
Charts
  • Chart Type: Line
  • X Value: Created Month/Year (or Created Week/Year)
  • Y Value: Created to Respond (Op)
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