Help with creating queries to monitor response times

Hi All,

I am having a bit of trouble creating & using queries within our RTFM in
order to monitor response times to tickets.

  1.   I need to create the following queries & am not sure how to? 
  •      The time between a call initially coming in and being

assigned to a specific staff member

  •      The time between call coming in and being responded to (via a

comment/email reply the staff member adds). It’s important for our job
that clients get a personal response within 8 hours.

  1.   I would like a report to be created & emailed to me each day

outlining tickets that have been worked on or closed. Is this possible?

  1.   When I create other bespoke queries, even when I change the

fields I wish to view to custom fields we have created, when I export
the query to a csv file, the only fields I can view are the ‘default’
fields which are set within the RTFM. Why is this and how can I change

Any advice that you can give would be gratefully appreciated! If you
need further information on our exact setup, please feel free to email
me off list.


Janine Woodward, Head of IT, The Ethical PROPERTY Company
Registered Office 2nd Floor - 9 Park End St - Oxford - OX1 1HH -
UK Registered No: 02961327

Tel: 01865 207813 - Fax: 01856 201301