Summary report - Time spent, Response time, Duration
Question:
What is the definition of these three categories:
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.
What is the definition of these three categories:
- Average time spent;
- Average response time;
- Average duration?
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.