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One way of tracking those metrics is by using our Report Builder report “Service Management: Key metrics”. It will help you to quickly and easily get an insight into key figures of your Service Management system.
The report displays month-over-month changes for important metrics in your support team. By defining the scope in the visible scope picker, you can choose for which project you want to see metrics for. It will showcase the number of tickets for the current 30-day period and includes the percentage by which the number has increased or decreased compared to the 30 days before. It is also calculating the median reply time.
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