I would like to create a report in our service desk to see the average amount of time tickets are in a status category of "waiting on customer." This is important for us to share with higher leadership, as our ticket response time gets attacked, but we are often waiting on a user. Does anyone know of a way to create this type of report?
To solve this problem you can try a third-party solution from Atlassian marketplace like Time in Status for Jira Cloud. It let you view how long were issues at each status from any project on your account. Also, there is available report average time in status. But for now this add-n available only for cloud Jira version. You can search for other solutions at the Atlassian marketplace.
Additionally, build-in solution Control Chart let you monitor data you need at the graph view.
Hope, it helps.
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