Kace: Ticket "time to first action" measurement
One of our main goals with using a ticket system is to have as few (none) tickets as possible where the user/customer doesn't get a response within 24 hours.
As a response we count any change in the case that triggers an update and mail feedback to the user, like comments and change of owner - the point is finding out what time it takes from users create a ticket to they know someone has seen it and started working on it.
Further, the goal is to measure this every month and count how many tickets that have not been assigned or replied to within 24 hours. One obstacle is that tickets created on friday and not replied to before monday would ruin our statistics, as that would be more that one day.
So - has anyone made a report - or can help make one - that reports the time from creation to initial response while subtracting time in the weekends? Sounds very hard to achieve to me, but actually I'm a bit surprised a report like this is not in the Kace package..
There are no answers at this time