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Ticket Analytics

  • July 1, 2022
  • 2 replies
  • 107 views
L
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If I put a ticket on hold, how does that affect the analytics? Is that considered a "response" ? This is in the facilities module.

Best answer by Deborah Prosser

Hey there, @lindahead. The default response time calculates how long the ticket has been in the submitted status. So, moving it to "On Hold" should qualify as responding to a ticket since it is no longer in the submitted status. I hope this helps! Please reach out if you have any more questions.

2 replies

Deborah Prosser
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  • Deborah Prosser
  • iiQ Community Manager
  • 272 replies
  • July 6, 2022

Hello @lindahead! I wanted to let you know that I have not forgotten about you 😊. I am waiting for some more clarification from a team member and will get back to you as soon as I hear back. Thank you for reaching out to the community. Talk soon!

Deborah Prosser - Community Manager
Deborah Prosser
Forum|alt.badge.img+16
  • Deborah Prosser
  • iiQ Community Manager
  • 272 replies
  • Answer
  • July 7, 2022

Hey there, @lindahead. The default response time calculates how long the ticket has been in the submitted status. So, moving it to "On Hold" should qualify as responding to a ticket since it is no longer in the submitted status. I hope this helps! Please reach out if you have any more questions.

Deborah Prosser - Community Manager


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