I am looking for help in creating a metric that will give me the number of tickets that were older than 21 days (based on creation date) over time. I would like to plot this similar to the historical backlog report.
Example: In Q1 how many tickets in the Open or New status were older than 21 days on Mondays of each week?
Hi Theron,
You can report on the ticket status duration using metrics like "New status time", or report on the overall ticket age (time since creation) using metrics like "Unsolved tickets age". With these default metrics, you could also create custom metrics that meet your report criteria.
Warm Regards,
Eric G. Gao | Technical Support Architect | Zendesk