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How to track time between comments in a ticket?


Our company is trying to figure out a way to find these data about tickets from each project:

1. Average Reply Time
2. Average and maximum 1st response time
3. Average and maximum time between responses

Ideally we would want to be able to generate a monthly report providing these data.

Do you know any tools/plugins/etc that can help us?

2 answers

0 votes

Hi @Diana Harutyunyan 

These are standard SLA features in Jira Service Desk. Have you tried it? Now Jira Service Desk comes with other feature related to service desk/helpdesk but do take a look at it.

There are apps as well that you can try especially if you don't want to use Jira Service Desk.


Hi @Diana Harutyunyan ,

You can use Time to SLA for your Core, Software and Service Desk projects to measure Time between Comments, Time to Response and Time between responses. You can also generate detailed reports for these metrics. You can limit the comment option to all users or project roles or group roles. 

sla-definition-startwithcomment-2.pngSLA+Detail+Report+(Cloud)+3 (2).jpg

You can also use Automation to update a date time custom field to define recurring SLAs thanks to Time to SLA's reset and last cycle calculation option to continuously restart the SLA clock to measure time between comments. Let me know if you have assistance for these. 

Please note that I'm one of the folks behind Time to SLA, there might be other solutions out there and I might not be impartial



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