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Question

Report on Time spent by agent on tickets

  • August 8, 2021
  • 3 replies
  • 102 views
Srao
Apprentice

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

Srao

3 replies

Glavin Crasta
Active Contributor
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  • Glavin Crasta
  • Active Contributor
  • August 9, 2021

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

 

Glavin Crasta
zachary.king
rashmi.nag
zachary.king
Top Contributor ⭐
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  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • August 11, 2021

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

 

- Zach / ITOps Supervisor - ITSM
rashmi.nag
Glavin Crasta
S
Community Debut
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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

Warm Regards, Sanofar || Freshworks Community
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