Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
How work moves through your groups, and where it stops. The report that finds the bottleneck rather than describing it.
Build it
- Ticket dataset for volume, ticket updates for waiting time.
- Metric: tickets received and tickets solved, per group.
- Add median first reply time per group.
- Attribute: by week.
Received against solved, per group
The core of it. A group solving fewer than it receives is accumulating a backlog, and that shows here weeks before anybody complains.
Add waiting time
Volume alone cannot distinguish a busy group that is keeping up from one that is drowning. Median waiting time next to it settles that immediately.
Look at where tickets sit longest
Not where they end up. A ticket solved by the second-line team may have waited three days in the first-line queue, and only a per-group waiting time makes that visible.
Compare like with like
A group handling complex escalations will always look slower than one answering how-to questions. Compare each group against itself over time, not against each other.
Watch the small groups
A group of two people is one holiday away from a backlog. Volume per head, rather than volume per group, is what shows that coming.
Groups nobody uses
Almost every account has groups receiving a handful of tickets a year. They complicate routing and add a place for work to get lost, and this report is where you find them.
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