What's changing?
Existing ticket time metrics are being updated to use a different timestamp (submitted_at, instead resolved_at) on the 6th of September. This will result in their calculations changing.
If you have charts that utilize these metrics, these will change as a result of the update.
Why are we updating these metrics?
Improve the accuracy of Ticket time metrics: Including tickets that have spent time in the particular state (e.g. Ticket time in submitted) regardless of whether they are currently in a resolved state or not, makes the metrics more accurate.
Enable more possible analyses: With these updated metrics, you will be able to run new analyses that were not previously possible.
Ability to segment, view and filter the metrics New tickets and Resolved tickets by current ticket state.
Ability to segment and view the metrics Ticket time in submitted, Ticket time in progress, Ticket time in waiting on customer by time spent in each ticket state.
Metrics impacted | Current timestamp | New timestamp after update | Current metric calculation | New metric calculation after update |
Ticket time in submitted | Ticket last resolved | Ticket created | The time spent in the given state.
These metrics currently only include in the calculation tickets that are currently in a resolved state.
| Numbers will change as these metrics will now additionally include tickets that are not currently in a resolved state, that have spent time in the states required to calculate the metric.
For example, if a Ticket has spent time in the ‘In Progress’ state, but is not in a currently resolved state, this will now be included in the calculation of the metric Ticket time in progress. Previously, this would have been excluded.
|
Ticket time in progress | Ticket last resolved
| Ticket created | See above | See above |
Ticket time in Waiting on customer | Ticket last resolved
| Ticket created | See above | See above |
Time to resolve | Ticket last resolved | Ticket created | Time to resolve is calculated based on the date tickets were resolved. | Time to resolve will now be calculated based on the date tickets were created. |
Resolved tickets | Ticket last resolved | Ticket created | See above | See above |
New tickets | Ticket last resolved | Ticket created | See above | See above |
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