We would like to create a report that shows us how much time it takes us to place the first comment in the ticket.
- a customer places a ticket
- as soon as we have set the status from recorded to open and have made a comment, the ticket can be seen as a "reaction".
We would like to display the time between the creation of the ticket and the comment as an average in order to be able to determine our service level in terms of response time.
Is there a report or a workaround that can help us?