stats to know the realtime of a ticket ?

[llhoir]

Hi,

we would like to know if there is a way to stat the realtime of a ticket, i mean the real time between a ticket is created and when it is closed.

the thing is agents don't fill time they spend on a ticket, so the direction would like to know how long a ticket has been openned, especially since we don't use the escalation and solution time notions.

the only thing we found is the age of a ticket.

thanks by advance