What I’m trying to accomplish is to calculate the average time it takes between when a support ticket is created and when a support ticket message (that has support message sender = yes, and is connected to the same ticket) was created.
If i understand correctly, i need to group the search or sort it? I’m not exactly sure but i’d like to display it as average time.
Thankful for anyone that can point me in the correct direction or has the answer
You can do a search for Support ticket message, format it to text and in the text do the subtraction between the 2 dates you want to compare, you apply split by with | and each item you convert it to a number and take its average
Subtracting the creation date of the Support ticket message with the Support ticket it is linked to. You do this in the format as text in the content to show field and with a delimiter of |
Simplify your approach by updating the Support Ticket when the first message is sent with the information you need.
So you can have a field called “First Response” which is date AND then at that exact moment, create a field called “Time To Response” (number type) which will be (First Response) - (Creation Date): formatted as minutes
This will return the minutes as a number.
You can now look through all the Support Tickets and get the average minutes of response time. This works because there is only one “First Response” to a ticket so you don’t need to continually maintain this calculation for the life of the ticket.
Hello @hi.luisacosta, thank you for your idea, i think this is actually the best way to do it as you say. Might also reduce some headache in the future… I appreciate your comment
