Average open ticket time question

[al3xxx]

Hey guys, Im new on these forums but am lost trying to create a report showing

Number of open tickets
The average open time of a ticket
Number of closed tickets.

Im having the hardest time with the average open time. Can this even be done in CommitCRM? Any response would be great! Thank you for your time.

[Support Team]

Re: Average open ticket time question

Thank you for posting this.

You can use one of the following summary reports

Number of Tickets by Account
Number of Tickets by Manager

You should generate these reports separately for the Open status and/or Close status, to get a number of Open or Closed Tickets.

It is possible to customize this Ticket report and add a field that will calculate the average open time for Tickets.

Please try to import the attached reports we prepared and see whether it works for you.
You can import them using the option Import from File under the Reports menu.

Hope this helps.

[al3xxx]

Re: Average open ticket time question

Thank you for the quick response! This is definitely what I have in mind. However what field in the filters would you get an average? Again thank you!!!

[Support Team]

Re: Average open ticket time question

You're welcome. The custom report attached above already contains this field, so after you import it there's nothing special for you to do in regards to this field. Simply filter the report like you normally would, to refer to the data you want it to report on, but that's it.