This is a really useful gadget for us to measure SLA but changing a new ticket to 'in progress' is also a response to the customer. Why does the gadget only consider a comment to be a response? is there a workaround?
the workaround we found was to use the 'Average Time in Status' and then filter on issues in new state. this works fine for us since first response by our definition is when something is moved from new to in progress.
I thought this was a bug until finding this thread - as it stands today this feature should be called "time to first comment" since it doesn't actually show the time to first response (changing the status of a ticket from "submitted" to "in queue" in my case).
Hey there Community! My name is Vannya Vallejo, the Channel Communication Specialist at Atlassian and I want to help Atlassian users like you learn about our Solution Partners and how they can help ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events