Reporting on Ticket Pickup Time & Completion Time

[Dom Cronshaw]

I have a small Salesforce admin/developer team that manages tickets in a company-managed business project.  We take tickets for record uploads, requests for new fields and functionality, bugs, and the like.

I would like to be able to report on the average time from when a ticket is submitted to when its status changes for the first time (typically from "To Do" to "In Progress"), the time the ticket is being worked, and the time from submission to completion.

I've been playing around with Jira's built-in reporting options and not quite getting what I'm looking for.   Does anyone here do something similar and maybe use other apps from the marketplace to visualize?   I imagine there might be a need to edit some settings on the project itself and perhaps get an app.

Many thanks for your suggestions!

[Valeriia_Havrylenko_SaaSJet]

Hi @Dom Cronshaw  👋

Welcome to the Atlassian Community!

As an alternative, you can try Time Metrics Tracker | Time Between Statuses app.

You can easily configure any metric to track, like:

• Time to First Response – measure how long it takes from ticket creation to the first real action (like “In Progress”).

• Work Time – measure how long the ticket was actively worked on (e.g., “In Progress” ➝ “Done”), excluding statuses like “Waiting for Approval.”

• Full Resolution Time – from creation to completion.

And the best part: no scripting or automation rules needed — it works based on historical status transition data.

Our app includes:

• Agile Metrics Dashboards

• Scatter Plot (great for visualizing cycle time over time)

• Histograms (ideal for spotting trends or outliers)

You can also export reports to Excel or CSV for deeper analysis or team sharing.

Give it a try! The add-on offers a 30-day free trial version and is free for up to 10 users. It's developed by SaaSJet.

Hope this helps! 😌

[Hannes Obweger - JXL for Jira]

Hi @Dom Cronshaw

welcome to the community!

This is one of the areas where many Jira users rely on apps from the Atlassian Marketplace to fulfil their needs.

If a Marketplace app is an option for you, I think you'd really like the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called history columns that aren’t natively available, including time in [status(es)], time between creation and [status(es)], and many, many more.

This is how it looks in action:

As you can see above, you can easily sort and filter by your history columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your sheet to XLSX or CSV in just one click.

Any questions just let me know,

Best,

Hannes

[Gizem Gökçe _OBSS_]

Hello @Dom Cronshaw ,

Welcome to the community!

Timepiece - Time in Status for Jira ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. 

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example, in the screenshots below, the Duration Between Status report shows the total monthly response and resolution times for each assignee in a project.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Visit Timepiece - Time in Status for Jira to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

[Amay Purohit_RVS]

Hi @Dom Cronshaw 

Welcome to the community !!

You can use Jira rest API's to build your own custom solution or an app can help to get this data. If you are open to try out mktplace app for this need, take a look at

Time in Status Reports 

The app has numerous reports for time in status use cases. Also the app allows you to easily group your statuses and define your own completion time. One of the other useful report for your use case is Time between Status Transitions, which will help to show times the issues spent between your specific status transitions.

More app details here

The app is free for 10 users. Do try it out.

Disclaimer : I work for RVS, the vendor for this app

[Mehmet A _Bloompeak_]

Hi @Dom Cronshaw

Welcome to the Atlassian Community!

There is no built-in solution in Jira for the reports you mentioned. If you prefer using a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app.

For your case,

• The average time from when a ticket is submitted to when its status changes for the first time (typically from "To Do" to "In Progress")
  You can have a look at the "New"(To Do) column in Time in Status for Each Issue report.
• The time the ticket is being worked
  You can have a look at Cycle Time for Each Issue report.
• The time from submission to completion
  You can have a look at Lead Time for Each Issue report.

For further details, you can have a look at Status Time Reports How to Videos.

App Features:

• This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

• You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
• Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
• You can set different duration formats.
• You can export reports in CSV file format and open them in MS Excel.
• You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
• You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.