Summary report - Time spent, Response time, Duration

Question:

What is the definition of these three categories:

• Average time spent;
• Average response time;
• Average duration?

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Answer:

"Time spent" represents the time spent by a technician on the ticket. It is the "time spent" field that is present in every ticket. You can see the automatic "stopwatch" counter whenever you open a ticket in the web-app. You can also edit this field manually if the automatic tracker doesn't work for you.

"Response time" is the time between a ticket has been created and the "start time" (when the ticket has been taken by a technician).

"Duration" is the time between ticket creation and ticket being closed/resolved.