I’m trying to figure out how to make a column in global filters that shows the total time a closed ticket was open. To me this is the most important statistic. I want the total time from when the ticket got received to when it was marked closed. What I’m having to do right now is just have it show the date opened and the date closed and then I’m putting those in an excel spreadsheet and having excel figure that stuff out, but it would save me a lot of time if I could see it right in the global filter. Any suggestions?
In the filters there’s not a column that shows you that exactly. You can get that information in reports with resolution speed, though that will be giving you the aggregate total not line by line.