I use a form and board as a ticketing system for field support. I would like to track how long the tickets are open so the support teams can work on reducing cycle time.
I’ve tried:
Hi Janae,
I would also go for the Time Tracking + Automation to start & stop. What exactly do you mean, the time is gone? The Time Tracking info should be available even after marking the ticket as Done. You won’t know however, who has worked on the ticket and for how long but you’ll be able to see how long a ticket has been open (or use multiple Time tracking columns for multiple stages).
Another way would be to use the Creation Log and a Done Date column. You can create an automation that fills in the “Done Date” column with todays date when the ticket is marked as Done. Using a formula you can calculate the time between the Creation Log date and Done Date:
Furthermore it could be interesting to keep an eye out for any new features released for monday.com Service. It’s a product specifically designed for ticketing. Currently it’s still in beta but it should be out live by the end of this year and one of the next features they’ll be adding is more capabilities to track SLA and time in particular statusses.
Best,
Maarten
Hi Maarten,
The time is gone once the item would move to the complete/resolved status. The cell would be blank. So, we had no historical record of when an item was completed or how long it took. I actually implemented your second suggestion and that is how we plan to move forward.
Thank for the response,
Janae
Hi @Janae and everybody who is looking for solution 
If i got you right Time in Status app can be helpful for you. App track time the Item has spent in each workflow status. If you want to generate Time in Status report with certain date ranges, you need to set Time range – for data calculation. For this just
Also you will be able to track how much time your issue spends in each status and much more by generating 3 types of reports:
And use charts to visualize your reports a sample of a certain number according to time range/item range, or a single item:
The app is also available in the format of board integration.
You can try it on the Monday Marketplace and share your experience with us.
Hope you find this app helpful.
@Janae @Valeriia.H @MCautreels
There are now additional smart features on the time tracking clock using Smart Timer and Team Tracking app which has the same look and feel as the native monday.com timer.
We had the same pain point with our service based business, there was so much the native time couldn’t do that we needed, so we got our dev to build a solution which we have now released to the monday.com marketplace.
We also built in the ability for the team to see LIVE who is recording time on what, this helps us to manage our remote team and re-delegate work as needed.
We have only recently launched so if there are any tweaks that would help it better suit your business feel free to add to the live chat and we will see if we can roll it out in the next update
