Vertical
Reports · Support
How long customers wait for a first reply and for a close, what is still unsolved and whose turn it is, and the tickets first orders raise.
Weeks
Support desk
tickets off support.ticket_fact · a ticket opens at the customer's first message (or when it was opened, if earlier) · first reply is timed from the customer's first message · waiting on us = the last filed message came from the customer · closes and replies count in the week they happened · London days, Wed–Tue weeks · every channel
Loading the ticket desk…