Is there any way to figure out the used time to close a ticket?

[GaominZ]

For supportdesk management, I want to know how many days my staff are using to answer and close a ticket. 
Is there any table having related data, and any way to show the number of it?

[KrushnakumaT]

Hi @GaominZ ,

Yes.

Use the incident table (opened_at and resolved_at/closed_at fields) to calculate raw days taken.

Or use the task_sla table (with elapsed_time / business_elapsed_time) if you have SLAs, for more accurate results.

Create a report grouping by assigned_to to show average days to answer or close.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

[Ankur Bawiskar]

@GaominZ 

Out of the box there are fields on INC to store these information.

It gets populated by system

This OOTB business rule does that, you can check that enhance for your ticket table

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@GaominZ 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @GaominZ 

It’s important to understand that when you “answer” a ticket, the term can be quite broad—it could mean simply providing a response, or it could refer to delivering an end-to-end solution.

To accurately track these details, SLAs are the best option, as they capture all the time-related metrics. You can use SLAs for this purpose, or if you want to dive deeper into state-level tracking, you can create metrics as well.

There are several fields available that can help you extract this data. For example:

• Create a report on the Incident table and calculate the difference between the Closed date and the Created date—this will give you the exact number of days it took to resolve an incident.

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