I'm building Dashboards for our Follow-up tickets, and am including the resolution time field in various charts. It seems that the resolution time is recorded in minutes, but I'd like to display it in days. I haven't found a way to do this, even with custom metrics, and am hoping someone will have a great solution!

Hey, @ChrisLawton! Just wanted to hop in here and let you know that there is currently not a built in way to report ticket resolution time in days. If you have any further questions about this feel free to reach out to our Support Team! If you would like to see this functionality created, I’d recommend posting this in our Product Ideas category. Be sure to review the How to Write a Good Product Idea template and our Ideation Guidelines before you post your idea! 😀

I ran into the same problem. What I did is created a "Data calculation field" in the Ticket data settings page and had the start value as "Created at", end value as "Closed at" & chose the time as "days" (there are other options available incl weeks). Once you name this field, it ll be available as an option in the widgets where "resolution time" can be selected. With this method, you can also find and display the "First response time" if that is of a key metric to you.Cheers!

How to report Ticket resolution time in days, rather than minutes

How to report Ticket resolution time in days, rather than minutes | Experience Community

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