Pulling metrics for time spent in custom fields
Hi all,
I'm looking for a way to gather specific metrics from my tickets based on a specific custom field.
Our tickets run through basically a flow chart (quoting, awaiting approval, awaiting parts, etc.) and we've created a field to show where they currently sit on that flowchart.
It works great for knowing how many tickets are awaiting action from our staff and how many we have awaiting client approvals and things like that. but I'd like to be able to do more with it.
what I'm looking for is a way to pull data on how long an individual ticket spent in each step of that flowchart. For example, this ticket was open 5 days, it spend 1 day in step 1, 2 days in step 2, 1 day in step 3 and 1 day in step 4.
I would then like to be able to use that averages data with past complete tickets to be able to say things like "our tickets average 2 says awaiting parts and average 2 days awaiting approvals."
Is there a way to do this?
Thanks for your help!
I'm looking for a way to gather specific metrics from my tickets based on a specific custom field.
Our tickets run through basically a flow chart (quoting, awaiting approval, awaiting parts, etc.) and we've created a field to show where they currently sit on that flowchart.
It works great for knowing how many tickets are awaiting action from our staff and how many we have awaiting client approvals and things like that. but I'd like to be able to do more with it.
what I'm looking for is a way to pull data on how long an individual ticket spent in each step of that flowchart. For example, this ticket was open 5 days, it spend 1 day in step 1, 2 days in step 2, 1 day in step 3 and 1 day in step 4.
I would then like to be able to use that averages data with past complete tickets to be able to say things like "our tickets average 2 says awaiting parts and average 2 days awaiting approvals."
Is there a way to do this?
Thanks for your help!