Question

Can we compare the frequency of categories of requests with the time to resolve them?

Answer

Yes. In a custom report, you can compare the number of requests in each category with the time to resolve them.

For this, requests must have a unified classification and a selected time metric. For example, for each category, you can display the number of resolved requests and the average interval from creation to providing a solution. If another metric is needed — such as working time according to SLA or actual labor costs — it is set separately.

This report helps to see not only frequent topics but also topics that support spends a lot of time on.

See also: Custom fields · Filter management · Request statuses · Visualizing custom metrics