Time saved receipts on the service desk

When Current closes a ticket on its own and nobody has to touch it again, that ticket never reached your team. Current keeps a receipt for each one, so the number of tickets saved is something you can check ticket by ticket. Open What Current did: the card at the top says, for example, "This month Current kept 14 tickets off your desk and gave your team back 6 hr 20 min."

• A ticket Current closes on its own counts after 7 quiet days with no reopen and no new ticket from the same person.
• It is taken back if the ticket is reopened, someone on your team replies or logs time on it, the same person writes in again within 7 days, or someone presses Undo.
• A ticket someone on your team had already replied to or logged time on is never counted, and neither is a duplicate Current closes.
• Alerts that clear on their own add to time saved, never to tickets saved. Welcomes add no minutes.

Press Tickets saved to see the receipts. Each row shows the ticket, when Current closed it, and where it stands: Saved (it stayed fixed for 7 days), Waiting (it counts on the date shown if it stays quiet) or Taken back, with the reason. Press a row to open the ticket. When Current knows your team's fix times, each row also says how long a ticket like it took your team before.

Settings › Service desk › Time saved shows how long your team took to fix tickets before Current started closing them on its own: the median, the 90th percentile, how many closed tickets that comes from, and the window, for all tickets and for each board. Current learns these from the time logged on tickets it closed in the 180 days before it first closed one on its own, and freezes them once it has 20 tickets to learn from. Use your history (workspace admins) sets the minutes Current counts for checking and closing a verified fix to your own median.