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Hi There,

We are currently working with a customer who wants to know how much time has the agents spent on resolving tickets in a week and in a month.

 

Can this information be extracted?

 

Thank you.

Best,

SPR

On screen time of an agent on tickets is not stored in any of the fields but total time based on SLA can be reported like below

 

Hello @Srao, there is also an app in the marketplace that you could use to help with this use case

 

Hi @Srao,


Greetings!

We also have Time-Spent reports available within the Analytics module. This solution article should help you configure such a report in your instance: Setting up Time Spent Reports

 

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We hope this helps!

 

Warm Regards,
Sanofar
Team Freshservice

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