Average Ticket Response Time

Overview

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.

Creating and Configuring the Report

1. Click the +Report button
2. Choose Ticket Report from the list of options

Name and Description

1. Be clear when entering the name and description of your reports, as you want the purpose of the report to be clear to your team.
   • For this example, you can type a name of Average Response Time YTD and a description of your choosing, if so desired.

Select the Columns for your report

1. For this report, we want to see Created and Create to Respond (Op). We will aggregate Create to Respond(Op) by Average and I've chosen to display Created in Month/Year format. You can also choose from Year or Week/Year.
   • Created (Month/Year or Week/Year format), and
   • Create to Respond (Op) (Aggregate this field by Average)

Add filtering to your report

This depends on your need, but you most likely want to report on only a specific period of time, not all tickets ever. As the title of this report shows, I'll be reporting on tickets created year to date. You may want to consider adding filtering based on Status as well. If you have cancelled tickets, that may not be useful data to provide in this report.

1. Set the following filter configurations:
   • Created with a value of year to date.
   • Status where the value is not one of Cancelled.

Ordering your report

1. Set the following filter configurations:
   • Created Month/Year (or Created Week/Year) by Ascending.

Charts

You may want to add a bar or line graph to this report so that you can quickly view months that might have a higher than average response time. For this report, I've create a line graph.

1. Chart Type will be Line.
2. The X Value will be Created Month/Year (or Created Week/Year)
3. The Y Value will be Created to Respond (Op).

When you run your report, you will be able to see which months have a higher response time. Perhaps, you have higher response time in August and September when students are returning to school and you can identify those peaks. You may also notice that you have a higher response time during a month when you implemented a new service. With this information, you can staff appropriately and ensure that your Service Desk Technicians have the appropriate knowledge to quickly respond.

Additional Recommendations

As you begin to build out more complex reports, consider adding columns such as creating a single report to show both average response time and average resolution time.