Hi,

Sometimes we have requests from managers to say, for example "for last year, how many tickets did x group receive, reply, move, close?", or "for last year, how long did it take for x group to do a first reply to a ticket?", or "for last year, how long did it take for x group to close a ticket?"

A problem we have when pulling reporting data, is that it mostly seems to give us data about the CURRENT status of a ticket, not the historical status of a ticket.

When we go to the Time Analysis tab on a ticket, it shows how long each group spent on a ticket, which seems to indicate the possibility that these date timestamps are stored somewhere, but I can't figure it out.