I have trawled through the posts and comments and while there are lots of useful info none that I can find to help with my particular issue.
The problem I have is trying to track how long a ticket spends within a particular group. If a new ticket spends 3 days with a Tier 1 support group and is then escalated to a Tier 2 support group the ticket appears to be 3 days old and there is no way to identify whether Tier 2 have only just received the ticket or have received the ticket 3 days ago.
Hi
Welcome to Freshworks Community :)
For your use case. Did you get a chance to review the Ticket Lifecycle Curated Report, which is available from Estate and above plan? Make a copy of the report since you cannot perform any changes or save the changes in a curated report.
Once that is done, apply the required filters, use the Group by option, and mention the Group as shown below.
I hope this helps 😊
Here’s to you
Vidya D
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