Average time to close ticket: the average time it takes to close support tickets. Measures the length of time between when a ticket is created and when its Ticket status is set to Closed.
Chat wait time: the average time that customers wait for responses over chat. Measures the length of time between when a customer starts a chat and when they receive an initial response.
Support volume: the total number of tickets by user in the selected time frame. Use this report to measure amount of tickets taken per support rep, and track support volume trends over time.
Please note: the time_in_(X) properties calculate the difference between when the object first entered that pipeline stage until the last moment they were in that pipeline stage, regardless of the status(es) in-between these two times.
Thank you for your feedback, it means a lot to us.