Track the time it takes for open tickets to be assigned to agents

When using ticket statuses, the default "Open" status consists of both the time a ticket spends unassigned and the time assigned to an agent. Admins can configure custom open statuses and rules to automatically track when tickets are assigned to agents. This gives managers a more accurate view of the time agents spend actively working on tickets using the Resolution report.

These instructions assume you’re familiar with creating custom ticket statuses and rules.

Prerequisites

You must be a Front company admin to manage ticket statuses in company preferences.

Step 1

Click the gear icon on the top right of Front and into the Company settings tab.

Step 2

Select Preferences in the left sidebar, then click the Ticket statuses tab.

Step 3

Create a new Open status. In this example, we’ll name it “In progress”. We now have “Open” and “In progress” as our two Open statuses.

Prerequisites

You must be a Front company admin or workspace admin to create workspace rules.

Step 4

Select Rules and macros in the left sidebar, then click Create rule. 

Step 5

For your first rule, create a “Change to in progress” rule as shown below. This rule tracks when the ticket is actively being worked on by an agent.

Step 6

For your second rule, create a “Change to open” rule as shown below. This rule tracks when the ticket is unassigned and not actively being worked on.

Step 7

Once your open statuses and rules are set up, your changes will apply to tickets moving forward (not retroactive). The time spent in those statuses will be available in the Resolution report in Analytics.

This workflow is available on the Growth plan or above.