Create a report to track the time between when a ticket is created and when it is assigned

[Alex Barron]

When an issue is created it is in an 'Open' workflow status and is unassgined until an agent manually assigns it to another agent. Even after it is assigned, it remains in the 'Open' workflow status. Is there a way to report on the time it takes between when the issue was created and when it was assigned?

[Brant Schroeder · Accepted solution]

Alex,

  I think the easiest way to do this would be to create an SLA and then just use that to report on the duration.  

[Zoryana Bohutska _SaaSJet_]

Yes, SLA settings can help you. It lets you set condition and time goals. So for every ticket, you can view how long time it will take until the issue will be assigned.

[Alex Barron]

Thank you both!