Response Time Wrong, way off.
Hi,
I submitted a ticket earlier about this issue but haven't heard back, maybe other people are experiencing this as well?
Basically all my "First Response" or "Response Time" metrics are completely broken, I'm getting 49hrs for first response average. And the reason I know its broken, is the response time on individual tickets doesn't record properly (at least in the way it displays that information in the ticket).
Recently we've been testing this with internal tickets created by us to measure response time.
This ticket that was submitted and responded to in 1 minute, is showing a "Responded in 7 hours"
Regards,
Jesse
I submitted a ticket earlier about this issue but haven't heard back, maybe other people are experiencing this as well?
Basically all my "First Response" or "Response Time" metrics are completely broken, I'm getting 49hrs for first response average. And the reason I know its broken, is the response time on individual tickets doesn't record properly (at least in the way it displays that information in the ticket).
Recently we've been testing this with internal tickets created by us to measure response time.
This ticket that was submitted and responded to in 1 minute, is showing a "Responded in 7 hours"
Regards,
Jesse