Issue Age

Issue Age is a key metric that provides insight into how long it takes for a team to resolve a ticket or issue, from its creation to its completion. Understanding and optimizing Issue Age is crucial for maintaining a high level of productivity and ensuring customer satisfaction.

Formula:

Issue Age = Completion Date - Creation Date

Example:

• Creation Date: August 1, 2024

• Completion Date: August 5, 2024

• Issue Age: 4 days

Why Is Issue Age Important?

Issue Age is a critical metric for several reasons:

• Team Efficiency: A lower Issue Age indicates that your team is resolving issues quickly, which is a sign of efficiency. A higher Issue Age might suggest bottlenecks or delays in the workflow that need to be addressed.

• Customer Satisfaction: For customer-facing teams, reducing Issue Age is essential. Faster resolution times lead to higher customer satisfaction and a better overall experience.