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:
adding time tracking and an automation that starts and stops time, but then the time is gone and there is no historical data
using the creation log and asking for users to fill in an end date when they complete
adding time tracking, but the chart will not pull tickets, only me as a user
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.
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.
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
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