Ticket (Status) Aging

[RebeccaAM]

I'd love to see a way to report on ticket status aging. We track how long our deals sit in a stage and often our tickets mirror that.

The next best option would be to see how old a ticket is.

[RebeccaAM]

It could also be helpful to have a report where we can quantify tickets aged by the following ranges:

0-7 days

8-14 days

15-30 days

31-60 days

61-90 days

91+ days

[CPSCB]

+1 for @RebeccaAM suggestion

Use case: Elevate ticket priority for tickets that have been open (regardless of last activity date) longer than our set cutoff (e.g. 60 days) and report on these to leadership so they have awareness and can intervene to solve bottlenecks/approve missing resources etc

Impact: Improved customer satisfaction scores and customer retention, supports internal process continuous improvement

[SAitken]

Would make our dashboards much more useful if the managers could click straight in and see which tickets needed support from them or the wider team

[npattillo]

This would be a very helpful feature and would avoid contruction of the details, spending extra time.

[BastiSchuhl]

Yes. We'd also need the option to count a) ALL Days (in minutes) or b) Business Days only (minutes).