Sorry for this noob question, but we'd like to simply see the number of tickets that came into our support groups (tickets handled by a group) in a given time period (Ex. Last month).

We have four SDP Support Groups. For simplicity, Support Group 1, Support Group 2, Support Group 3, Support Group 4.

In our structure, the numbers represent a tier.

A ticket will come in to group 1 and either be resolved or escalated to group 2. Similarly, it will be resolved or escalated to Group 3, and finally resolved and escalated to Group 4.

We need to know the burn rate (and I see a report for it, so I'll try it) given that a ticket may be opened in one group, passed to us in a group, and leave that group to be completed in a third or fourth group.

In summary, we need to know how many tickets were handled by the group and how many of those tickets were completed within the group. Is that a canned report?

Thanks

Adam