Time in Ticket Status reporting function

[SarahX]

We really need a way to report on how long a ticket is spending at a particular status before progressing to the next step. I honnestly thought this was part of the functionality I was paying for with Service Pro.

The ability to easily see where the bottle necks in our process are is critical to our service improvement. I can see that the time between function now exists for deals, but it does not appear to be applicable to ticket stages nor can I find a work around.

I know that the data is collected as you can see in individual tickets the history of the ticket status by clicking on the property, but there still seems to be no way to access this in reports or contact filtering.

[SarahX]

My current work around for this is to create a new contact property for each stage called "Date entered <ticket_stage_name>", then in each stage of the ticket automation to have an action using the 'set property' function that sets that property to the 'date of step'.

Unfortunately this needs to be set up manually before you can collect the data and report on it, so I will only be able to find out this information from after set up.

[kaburke]

100% @SarahX ! I was just about to post this same idea when I found this idea post.  We did recently role out of the Historical snapshots sales report as a way to do this for deals as part of our new Sales Content Analytics tool. We don't have a feature like that for tickets at the moment.  I have shared your idea with the correct team internally too.

[CophieSollins]

This would be really helpful for us too! We want to be able to report on how much time is spent on deals with warranty issues that we log with tickets.