Ticket Leaderboard
See average first-response and resolution time by engineer over a date range, and what the ranking does and doesn’t measure.
What it shows
Ticketing → Leaderboard ranks your team by average wall-clock time from ticket creation to first response and to resolution, over a date range you choose (defaults to the last 30 days). Each row shows the engineer, how many tickets they responded to or resolved in the range, their average first-response time, and their average resolution time. The top three get a medal instead of a plain rank number.
Reading the numbers
- Times under an hour show in minutes; above that, hours and minutes.
- A dash (—) means that engineer has no qualifying tickets for that metric in the selected range — not a zero.
- Only tickets that were actually responded to or resolved within the date range count. Change the From/To dates and click refresh to recompute.
What this is — and isn't
This is a productivity view, not an SLA-compliance view. It measures raw wall-clock time and does not account for business hours, out-of-hours tickets, or the response/resolution targets set on an SLA policy — a ticket raised at 6pm Friday and answered 9am Monday counts the same 15 hours here whether or not it ever breached its SLA. For compliance against targets, use the breach flags and attainment stats on Configure SLA Policies instead. Use the leaderboard to spot workload imbalance and response-time trends across the team, not to judge a single ticket.
Where to go next
- Understand the whole module → How Service Desk & Ticketing Works
- Configure SLA Policies
- Assign and Prioritise Tickets
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