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Create Custom Report


I would like to create a report that displays the following information:

Bar graph for each Category displaying how long it takes to close a ticket on average for each category.

Summary information on average time and median time for all tickets of all categories to close.

How can I do this? The documentation only refers to modifying the canned reports, but doesn’t specify on how to create new reports – of course I might have not been looking in the right places. :slight_smile:



Sure, this is no problem. Go to the speed to resolution report. Under group by, select category. Set if you want business hours or all hours. Run the report!