Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
A group keeps up when it solves roughly as much as it receives. Put those two next to each other per group, then add a waiting time to see where the delay is.
Build created against solved, per group
- In Explore, click New report and choose the dataset Support > Support - Updates history.
- In Metrics, add Tickets created and Tickets solved.
- In Columns, add Update - Date, or Update - Week for a calmer line.
- In Rows, add Ticket group.
Ticket group counts the tickets each group moved to solved or closed, whatever status those tickets carry now.
Add the waiting time
Two metrics measure something different and are easy to mix up.
| Metric | What it measures |
| First reply time | From ticket creation to the first public agent comment. |
| Requester wait time | The time the ticket spends in New, Open and On-hold. It starts at creation, pauses while the ticket is Pending, and stops when it is solved. |
Requester wait time is the one that answers how long the customer waited in total, because it keeps running through every reassignment and reopen. First reply time only ever covers the opening move.
Where tickets sit longest
To see how long tickets spend in each group rather than how many there are, build a report on Support - Updates history with Ticket ID and Ticket group in Rows. That shows the time per group per ticket, which is what tells you whether a queue is slow or large.
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