In looking at first response time data on our tickets, we noticed in some cases there was a large discrepancy (~45 min) between an "open date" time and the first ticket creation time. This led to the first response time being about 50 minutes rather than the 4 minutes it was in reality. So, two questions: (1) What is open date based on? (can a user open the tool and have a ticket in the creation process for 45 minutes, then hit submit and the open date starts from 45 minutes earlier?) (2) It appears that the reports are all based on "open date" rather than ticket creation. Is there a way to report on ticket creation (which is listed in the ticket history)?
Thanks!