During the course of a ticket’s lifecycle, it is often difficult for admins and managers to identify what caused potential delays in resolving a ticket. It is hard for managers to know which agent or group spent the most time on a ticket, or time spent by a ticket in each status before it got resolved.
Time spent reports in Freshservice allows you to track the lifecycle of individual tickets. Here, you can generate a report on the time spent on a ticket, split by each agent/group that handled the ticket (in case of reassignments) and the time spent, split in each status.
You can know more about Time Spent Reports here.
Was looking forward to this time report, thanks!