Hello,

I am trying to see how I can run a report on all tickets that were created in a specific month, such as January 1-January 31st.  I'd like to be able to get the average time those tickets were sitting in a specific status, such as "on hold", or "awaiting documents from customer".  As we make changes on how we gather and get these tickets resolved, i'd like to be able to see the average time of these statuses so I can determine if changes we make in our process are affecting these statuses.  Such as if we send weekly reminder emails, will the status from January to February go down on tickets where the status is "awaiting documents from customer".  versus a time where we didn't implement manual touch points with the customer.  Any thoughts?