I have a requirement from one of my users to produce a SLA report that shows the amount of time that a support ticket is with us so that we can be working on it. So any time where a question has been asked of a customer and we’re waiting for their response should be excluded (so we stop the time to respond clock).
Has anyone produced something like this?
My current thinking is that:
- we’d need to add another ticket status like “Waiting on customer”,
- when we ask a question that we need the answer to, we set the state,
- we have a scrip that sets the state out of Waiting on customer when the Requestor responds.
The big downside from this that I can see is the requirement for our people to set the state when they ask the question.