Hi,

I sent this a few days ago, but unfortunately haven’t received a response. Maybe because it’s not possible?

We’d like to be able to calculate the average time it takes for us to answer a ticket.  

I found code in the logs, but it has one problem, best illustrated through an example:

If a customer writes to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the “time difference” calculated is 4 days. This messes up our statistics – since really we answered immediately each time!

Is there any way to solve this? It’s very important for us!

Thanks very much and happy holidays!

Tabitha