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Reporting: How long are we "Waiting for Reply"?


I want to create a report that’ll tell us how long tickets are sitting around under the status “Waiting for Reply”? or, as we have as well, “Pending Approval”, etc.

Basically, we wanna be able to report the timeline of our tickets beyond the “First Response Speed” and “First Assign Speed”, etc. canned reports available.


This report doesn’t exist yet, but it’s something we’re working on.