Hi.

Currently, in Analytics, in Ticket Lifecycle, you can’t see the correct order of events of a ticket lifecycle.

I have looked several workarounds with custom objects and others, with Partner, with Support, and it turns out there is no workaround.

At least they have acknowledged this to be a possible enhancement.

I have submitted a detailed Feature Request. Would you mind voting on it too?

Analytics (FreshDesk, FreshService): Ticket Lifecycle - streamlined report according to time events | Freshworks Community

Similar entry already exists for FreshDesk:

Ticket lifecycle - Freshdesk | Freshworks Community

Thanks.

Best,

Elvis