Report elapsed time from ticket assignment to its closure

Technical assistance
1

Infos:

  • Used Zammad version: 3.5.0
  • Used Zammad installation source: package
  • Operating system: CentOS 7.9

Hello,

can an admin create reports for agents about the elapsed time from ticket assignment to its closure?

2

Hello,

the CSV Export of Zammads reporting does contain both ticket creation and closure.
However, Zammad does not have specific fields for “when” a ticket has been assigned to one or another agent.

This information lifes in ticket histories and technically can be retrieved by an external tool by either using your Elasticsearch index or the API.

There’s no native way I’m afraid.

3

Thank you very much, I can process exported CSV

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4

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