Jitbit Helpdesk - Add feature to manually edit "response time" : Ideas forum

New Suggested 11 days ago by Tobias Busk Nielsen

1

votes

Add feature to manually edit "response time"

In my team, we've recently started looking more into our ticket data. I've noticed we have a few tickets, where the "response time" is extremely high. Not because there was no response, but because the response was from someone, who was not assigned as a "technician". So the customer wrote in and cc'ed the person, who responded within 20 minutes. But the response time is 819 hours in the system (because a technician later replied).

For these cases, I think it would be useful if I was able to manually edit the response time, so that the data in the future always will be more correct. The entire data set from our tickets is affected by this outlier - there are possibly many more, so manually editing them in the Helpdesk would be useful.

Of course this would be tracked like any other changes in the "details" section.

Maybe also add that we can manually edit "duration" / start / close date.