Ticket Workflow
View Live DemoThe Ticket Workflow report shows efficiency metrics for how tickets move through your process. It covers work in progress, cycle time, lead time, and more. Use it to spot bottlenecks and reduce the time tickets spend in flight.
Default Metrics
Person Has In-Progress Ticket
The average work time (in days) per week during which the person had at least one in-progress ticket, with low values indicating frequent idleness or blockage.
Work in Progress per Person (Avg.)
The number of tickets in progress divided by the number of distinct assignees for those tickets, averaged per day.
Work in Progress per Person (Avg.) by Orig. Ticket Status
The number of tickets in progress divided by the number of distinct assignees for those tickets, averaged per day, broken down by the original status of the ticket at the time the data point was recorded.
Ticket Cycle Time (Avg.) by Orig. Ticket Status
The average time from when a ticket is first marked in progress to when it is first marked complete, broken down by the original status of the ticket at the time the data point was recorded.
Ticket Cycle Time (Median)
The median time from when a ticket is first marked in progress to when it is first marked complete.
Ticket Lead Time (Avg.) by Orig. Ticket Status
The average time from when a ticket is created to when it is first marked complete, broken down by the original status of the ticket at the time the data point was recorded.
Ticket Lead Time (Median)
The median time from when a ticket is created to when it is first marked complete.
