There's currently no easy way I can find to show the response time for an individual ticket. I can go in and manually calculate that, but I can't see the response time that's used by the SLA.
Closed
Show response time on ticket
It would be incredibly helpful to be able to scan the list of tickets and look at those that took the longest to resolve. Exception reporting. We then focus on why this particular ticket took so long to resolve and then we improve whatever caused it to take so long to resolve.
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