Ticket response metrics
Can you run a report against the help desk that shows average ticket response times, how many tix are handled by what techs, etc.?
I found a way to run a report with diff fields available, and it lists out all tix within what looks like the past 2 yrs only. I was hoping to find some better info on who gets the most tix and how fast we respond to them.
Any help is much appreciated.